Location: Hemel hempstead (Head Office)

Contract Type: Permanent

Hours of Work: 24/7 – 12-hour shifts. 4 days, 4 off, 4 nights, 4 off.

Overview:

We are currently looking for a Managed Services Support Analyst to join our Hemel Hempstead based team. In your new role, you will play a vital role in delivering exceptional 1st line support to our external Managed Services customers. Operating in a 24/7 environment, you will be at the heart of our service delivery—combining technical expertise with outstanding customer service.

Key Responsibilities:

• Provide 1st line technical support to Managed Services customers.
• Monitor systems and respond to alerts, resolving or escalating issues as needed.
• Troubleshoot and resolve hardware, software, and network-related problems.
• Accurately log incidents, actions, and resolutions in the ticketing system.
• Follow CAE’s Standard Operating Procedures (SOP) and best practices.
• Escalate unresolved incidents and requests to appropriate teams or third parties.
• Communicate effectively with customers, internal teams, and external vendors.
• Ensure timely updates and feedback to customers on ticket progress.
• Maintain high levels of customer satisfaction through empathy and professionalism.
• Manage multiple tasks and priorities in a fast-paced, 24/7 support environment.
• Adhere to service level agreements (SLAs) and escalation protocols.
• Collaborate with the service desk, NOC, and resolver groups to ensure issue resolution.

What You’ll Bring:

You will need to be a team player, highly organised, disciplined and adaptable with excellent communication skills. You must be willing to get stuck in with day-to-day operational tasks, handle high volumes of work and run multiple work streams.In addition to this you must:

• Be able to adapt your strong communication style to the audience you are presented with, always - customer-first mindset
• Demonstrate the ability to build cross-departmental relationships across the Managed Services Operation.
• Be passionate about the technology that you support.
• Support Managed Services colleagues across the operation, to assist in building a positive team culture and an environment of transparent knowledge sharing.
• Have a keen eye for detail and observational skills, be able to work to deadlines, be confident and approachable.
• Excellent time management and attention to detail.
• Ability to follow structured processes and adapt to changing priorities.
• A proactive approach to problem-solving and continuous improvement.

This role is more about you than your educational background. Enthusiasm, a willingness to learn and a desire to be great at what you do is most important.

Knowldege, Skills and Experience required for the role: 

• Experience using M365, Active Directory and MS Exchange.
• Excellent telephone manner and good interpersonal skills.
• Exemplary Communication Skills. * Fluent in English - written and spoken

Stand at more if you have 

• Experience using an ITSM Platform – ServiceNow, AutoTask or similar. 
• Experience working with an event monitoring platform.
• Experience with Cisco Meraki dashboards
• Previous Service Desk Experience
• Qualifications in Microsoft MCP, ITIL Foundation or CCENT / CCNA 

The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

What You’ll Gain:

• Exposure to a wide range of technologies and IT environments.
• A solid foundation for a long-term career in IT support and infrastructure.
• Opportunities for professional development and progression.
• 25 Days Holiday
• Listed company benefits, including half a day on your birthday.
• Pension 
• Discounts using Reward Gateway and many more.......

 

About Us 

CAE Technology Services are an equal opportunities employer.

We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement. Our recruitment and selection decisions will be made according to the applicant’s ability in line with this job specification.

Points to note when applying to this role : 

As of July 4th 2025, CAE has been acquired by boxee.We are now part of the boxee group. 

This role is based out of our Hemel Hemsptead Head Office. The role is 24/7 shift.

Applicants applying to this role need to live and work in the UK at time of application and must not require sponsorship.

Location: Flexible

Contract Type: Permanent

Hours of Work: Core Business Hours (37.5 hours between 08:00 and 18:00)

Overview:

YOUR ROLE AND RESPONSIBILTIES

• To ensure timely review and ownership of complex and / or ongoing critical incidents and problems
• Reviewing and maintenance of Technical Run Books for solutions and / or customers to enable the rest of the technical teams to provide the service in a consistent manner, updating and training where applicable.
• To assist in research and peer review of non-core products that may be required to resolve issues with supported solutions enabling a swifter resolution
• Providing a lead role in the identification of the technical root cause of Major Incidents, Problems and development identified as necessary following such events, owning them until full resolution
• Leading the NOC for best practise in both Major Incident and Problem Management processes.
• Ability to communicate at all levels inside and outside the business in both written and verbal form.
• Identifying, developing and implementing opportunities for continual service improvement.
• Review of documentation (KBA’s / Training / Autotask Integrations) to define best practice and standardisation, updating documentation where appropriate as part of service delivery

The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

 

REQUIRED TECHNICAL AND PROFESSIONAL EXPERTISE

REQUIRED EXPERIENCE

Cisco Routers and Switching configuration and troubleshooting – Minimum CCNP Certification or suitable industry experience

Cisco Security configuration and troubleshooting – Minimum CCNP Security (or on trackable path) or suitable industry experience

ITIL/Change management or similar process experience.

Fluent in English (written and spoken)

DESIRED EXPERIENCE

Configuration and troubleshooting experience of other Cisco related Security products, specifically ASA, ISE, Firepower and Umbrella

Configuration and troubleshooting of Cisco Data Centre products – Nexus, UCS & FI

Fortinet Security configuration and troubleshooting – Desired minimum FCP Certification or suitable industry experience

 

QUALIFICATIONS/TRAINING/EXPERIENCED IN: 

REQUIRED

CCNP Routing and Switching

CCNP Security

DESIRED

Other CCNP (or higher) discipline/specialisation

 

ABOUT YOU: 

We are looking for skilled and unique individuals who want to join the CAE family and who can buy in to and live our values, always. We want people with a voice who can help us become the IT provider of choice across the UK.

About Us:

CAE employs people of all backgrounds, ethnicities, abilities and skill sets. We are proud of our diversity, and by embracing it, we have built a workforce worthy and capable of long-term success. Our core values are loving your job, working together and doing it different, qualities we see in all our people.It is our approach that sets us apart, and our people who make us different.

 

Points to note on application:

This is a hybrid/remote role, which may require some adhoc travel.

Candidates applying to this role need to live and work in the UK at time of application and not require sponsorship.

We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.

As of July 4th 2025, CAE has been acquired by boxee.We are now part of the boxee group.