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For Companies At a Glance
- Tasks: Provide first-line support to customers, troubleshoot IT issues, and ensure high-quality service.
- Company: Boxxe Group, a leading tech partner focused on people and sustainable solutions.
- Benefits: Flexible shifts, career growth opportunities, and a commitment to diversity and inclusion.
- Why this job: Kickstart your IT career while making a real difference in customer support.
- Qualifications: Experience with M365, strong communication skills, and a passion for technology.
- Other info: Join a dynamic team that values sustainability and diverse perspectives.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Boxxe Group, a leading technology partner dedicated to making tech human, is expanding its managed services team at CAE HQ in Hemel Hempstead. Based in Hemel Hempstead, this role embodies Boxxe’s focus on people, purpose and sustainable solutions.
Your Mission đź’Ş
As a Managed Services Support Analyst you will provide first‑line support to CAE’s Managed Services customers on a 24/7 basis (12‑hour shifts, four days on/ four days off). You will resolve incidents, follow structured processes, maintain accurate time logs and communicate effectively across teams. This role builds the foundation for a career in IT while delivering high‑quality, customer‑centric service.
What You’ll Be Doing 🎯
- Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
- Manage alerts from the monitoring platform – acknowledge, investigate and resolve where possible.
- Follow ticket management best practice as outlined in CAE’s Standard Operating Procedure (SOP).
- Ensure a high level of first‑time fixes.
- Escalate tickets appropriately and chase them up to meet customer demands.
- Communicate with third‑party vendors via their portals and email.
- Escalate incidents to senior teams when required.
- Maintain effective communication between the service desk, NOC, resolver groups and end users.
- Provide clear written and verbal updates to stakeholders.
- Achieve and exceed customer‑specific SLAs.
- Use empathy to handle complex situations and satisfy customer needs.
- Follow approved customer escalation processes.
What Experience We Think You’ll Need 🚀
- Experience with M365, Active Directory and MS Exchange.
- Strong telephone manners and interpersonal skills.
- Adaptable communication style suitable for diverse audiences.
- Ability to build cross‑departmental relationships within Managed Services.
- Passion for supporting technology.
- Team‑orientated mindset that promotes knowledge sharing.
- Strong attention to detail and observational skills.
- Reliability in meeting deadlines.
- Confidence and approachability.
- Experience with an ITSM platform (ServiceNow, Autotask, etc.) – desired but not required.
- Experience with event monitoring platforms – 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 business should be about more than profits. Sustainability and inclusive working environments are core values. Boxxe embraces diversity and is an equal‑opportunity employer committed to building a team that reflects a variety of backgrounds and perspectives. All employment is based on qualification, excellence and business need.
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Support Analyst employer: boxxe
Contact Detail:
boxxe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Analyst
✨Tip Number 1
Get to know the company culture! Before your interview, check out Boxxe Group's values and mission. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with IT issues, brush up on common problems related to M365, Active Directory, and MS Exchange. Being able to talk through your thought process during the interview can really impress them.
✨Tip Number 3
Show off your communication skills! Be ready to demonstrate how you would handle complex situations with empathy. Think of examples where you've successfully communicated with diverse audiences or resolved conflicts.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to keep yourself top of mind and show your enthusiasm for the role.
We think you need these skills to ace Support Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Analyst role. Highlight your experience with M365, Active Directory, and any relevant IT support skills. We want to see how you fit into our mission of making tech human!
Showcase Your Communication Skills: Since this role involves a lot of communication, emphasise your strong telephone manners and interpersonal skills. Give examples of how you've effectively communicated with customers or team members in the past. We love clear and concise communicators!
Demonstrate Your Problem-Solving Abilities: In your application, share specific instances where you've troubleshot and resolved IT issues. We’re looking for candidates who can show they have a knack for diagnosing problems and providing solutions, just like we do at StudySmarter.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at boxxe
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of M365, Active Directory, and MS Exchange. Be ready to discuss how you've used these tools in past roles or projects. This will show that you're not just familiar with the tech but can also troubleshoot effectively.
✨Practice Your Communication Skills
Since this role involves a lot of communication, practice explaining technical issues in simple terms. You might be asked to demonstrate how you'd handle a customer query, so think about how you can convey empathy and clarity in your responses.
✨Familiarise Yourself with Ticket Management
Get to grips with ticket management best practices, especially if you have experience with ITSM platforms like ServiceNow or Autotask. Be prepared to discuss how you would manage incidents and ensure first-time fixes, as this is crucial for the role.
✨Show Your Team Spirit
Boxxe values a team-oriented mindset, so be ready to share examples of how you've collaborated with others in previous roles. Highlight any experiences where you promoted knowledge sharing or built cross-departmental relationships, as this will resonate well with their culture.
