Support Analyst

For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.

This role is part of the Boxxe Group, specifically within CAE, a key division of the group. While the position is advertised under Boxxe, the successful candidate will be based on a CAE HQ in Hemel Hempstead.

Your Mission 💪

As a Managed Services Support Analyst, your primary focus will be to provide 1st line support to CAE’s Managed Services customers on a 24/7 basis (24/7 – 12-hour shifts. 4 days, 4 off, 4 nights, 4 off). You will be central to the Managed Services operation with a combination of technical skills and first-class customer service. Part of your role is to understand the cause of an event and quickly resolve it with events that cannot be resolved being routed to Incident Management. This element is process driven where commitment to detail and communication are key. You will be required to manage multiple work streams simultaneously, meaning clear communication, meticulous timekeeping, and time logging skills are required as well as the ability to accurately follow process. You will be exposed to a range of technologies offering an excellent opportunity to build the foundation for a career in the IT industry.

What you’ll be doing 🎯

• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices
• Manage alerts from our monitoring platform - acknowledge, troubleshoot and resolve where possible
• Follow best practice for ticket management as outlined in CAE’s Standard Operating Procedure (SOP)
• Ensure a high level of first-time fixes are achieved
• Evaluate and chase up escalated tickets appropriately to ensure customer demands are met
• Manage 3rd party communication and tickets via their respective portals and email
• Appropriate and timely escalation of incidents and request to senior teams
• Provide exceptional communication between the service desk, NOC, resolver groups and end users
• Communicate at all levels within the business in both written and verbal form
• Consistently maintain a high level of customer satisfaction
• Provide regular feedback to customer regarding the status of their tickets
• Meet and exceed customer specific service level agreements (SLAs)
• Confidence to deal with complex situations and use empathy to satisfy customer demands
• Follow approved customer escalation processes when required

What experience we think you’ll need 🚀

• Experience using M365, Active Directory and MS Exchange
• Excellent telephone manner and good interpersonal skills
• Be able to adapt your communication style to the audience you are presented with
• 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
• Experience using an ITSM Platform – ServiceNow, AutoTask or similar desired but not required
• Experience working with an event monitoring platform desired but not required
• Experience with Cisco Meraki dashboards desired but not required
• Microsoft MCP, ITIL Foundation or CCENT/CCNA desired but not required

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices. boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.