Location: Hemel hempstead (Head Office)

Contract Type: Permanent

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

Overview:

ROLE AND RESPONSIBILITIES:

Team Leadership: · Mentoring, coaching, and developing team members. Assigning tasks, prioritising workload, and ensuring team efficiency and SLA achievement. Motivating and encouraging staff to achieve goals. Conducting performance reviews and providing feedback. Ensure the team are following best practice for Incident, Problem, and Change management. Acting as a point of escalation both internally and externally, including participating in the on-call management rota for out-of-hours escalation.

Infrastructure Management: Ensuring the availability, security, and capacity of our customers’ and internal infrastructure. Troubleshooting and resolving technical issues in a timely manner. Managing the support of infrastructure solutions. Developing and maintaining infrastructure standards and procedures.

Project Management: Managing the delivery of new services and changes to existing services. Providing input into Service Transition and ensuring the successful go-live of new contracts. Managing the planning and execution of system and/or acceptance tests.

Collaboration: Working closely with the service desk, NOC teams, and other departments to resolve incidents and problems. Collaborating with technical and business teams to proactively identify opportunities for service improvement and changes in the services delivered to our customers. Driving a culture of customer intimacy and employee satisfaction in line with CAE values.

Working alongside other departments within CAE to achieve and maintain accreditations such as SDI, Cisco and ISO.

Technical Expertise: Possessing in-depth knowledge of infrastructure technologies, including compute, storage, networking, and cloud platforms. Staying up to date with the latest technologies and industry best practices. Using your knowledge to develop your team's technical skills and experience. Able to drive AI into the core of everything we do.

Strategic Planning: Managing the ongoing recruitment, capacity planning, and succession planning for the team in line with business demands. Developing and implementing strategies for IT service operations. Ensuring infrastructure solutions are aligned with the organization's overall strategy.

If you don’t quite tick all the boxes, that’s ok, come and tell us what you can do – we would love to hear what you bring.

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

• Extensive experience in supporting Microsoft Server OS, including Active Directory (AD) and Group Policy.  
• Extensive experience and skilled in Microsoft Exchange administration and support, including Office365 hybrid configurations and Office365 administration and support, covering Exchange, Teams, SharePoint, and Intune. 
• Citrix - Virtual Desktop/Apps
• Previous experience with ITSM platforms like Autotask and ServiceNow. 
• Proficient in virtualization technologies, including Hyper-V and VMware. 
•  Experience with SaaS monitoring solutions (LogicMonitor, ScienceLogic, SolarWinds )
• Exposure to Microsoft Azure or AWS 
• Experience in leading a team, with the ability to plan, prioritize, and manage resources effectively.
• Demonstrated experience in leading and/or managing technical teams.
• Strong technical skills and knowledge of infrastructure technologies and associated hardware, software, and support tools.

Desired EXPERIENCE

• Experienced in Microsoft Azure/ AWS  
• Experience with SaaS monitoring solutions (LogicMonitor / Datto ScienceLogic, Solarwinds) 
• Knowledgeable in Citrix technologies, including Virtual Desktop/Apps and Netscaler.
• Expertise in Office365 identity management, security, and compliance.
• Experience troubleshooting hardware faults (Servers, Blades, SANs) and working with Vendors to resolve. 

REQUIRED QUALIFICATIONS/TRAINING/EXPERIENCE

• Microsoft MCSA or MCP

• ITIL Foundation or familiarity with ITIL or other service desk methodologies such as SD

DESIRED QUALIFICATIONS/TRAINING/EXPERIENCE

• VMware Certified Professional (VCP)
• Project Management qualifications or associated experience

If you’re ready to take your networking career to the next level, apply today and join a team where your expertise makes an impact.

ABOUT YOU: 

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.

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:  www.thisiscae.com

Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, chosen by our customers, partners, and everyone in the CAE family. We achieve this through our unique understanding, total commitment, fostering a sense of belonging, continuous improvement, and relentless positive engagement. CAE Technology Services are proud to be an equal opportunities employer.

It is our approach that sets us apart, and our people who make us different. 

Points to note on application:

This role is based out of our Hemel Hempstead Office.

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.

Since opening this job role we have made changes to requirements, all noted above. June 25.

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.

 

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.

 

Application Information

This is a hybrid/remote role, requiring three days in the office and two days working from home. Occasional ad hoc travel may be necessary.

Please note: Applicants must be currently living and working in the UK and must not require visa sponsorship at the time of application.

At CAE, we are committed to a fair, inclusive, and consistent recruitment process. We do not discriminate based on gender, marital status, sexual orientation, race, ethnic origin, disability, or any other protected characteristic.

As of the 4th of July 2025, CAE has been acquired by the Boxee Group. To find out more, click the link: UK IT Services and Solutions Provider boxxe acquires CAE

Next Steps

If your application is successful, a member of our recruitment team will contact you to arrange a screening call. While we aim to acknowledge every application, due to high volumes, we may not be able to provide individual feedback to all applicants.