Deskside Support Engineer

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.

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 client site, working closely with CAE teams and stakeholders.

Your primary role will be to support, at least, one of our Flagship customers and their End User Compute (EUC) environment. You will be operating in a hybrid role, dealing with key stakeholder's face to face whilst also working remotely within the CAE Service Desk ensuring that common practices are upheld, and processes followed.

Responsibilities will include support of Microsoft desktop technologies, hardware troubleshooting, meeting room and computer room management, and support for business applications. This will all be performed in line with internal incident, change, configuration and project management processes to agreed Service Level Targets. All activity will be logged and managed through CAE's Service Management platform.

This role requires strong skills across M365 and desktop technologies, travel to customer locations is a requirement of the role.

Shifts of this role will be core business hours on a rotation basis from 07:00 - 15:30, 08:00-16:30 & 09:00-18:00 / One week based on client site (London) and then one week from home.

• Frontline troubleshooting, diagnosis, escalation and resolution of IT issues both hardware and software
• Providing on site Incident support on Desktop/EUC related issues
• Support of Microsoft tooling such as Intune, Software Centre, AutoPilot, across the range of hardware user devices including mobile, laptop and desktop
• Install, configure, and maintain operating systems and applications
• Deployment, provisioning and maintenance of device image builds, including OS, application, configuration and security updates
• Management/Support of remote working technologies
• Following best practice for Ticket Management as outlined in CAE's Standard Operating Procedure (SOP)
• Creating/updating documentation and knowledgebase articles
• Meeting and exceeding customer-specific service level agreements (SLAs)
• Ensuring a suitable level of first-time fixes are achieved
• Liaison with third-party suppliers/vendors
• Ability to communicate at all levels within the business in both written and verbal form
• Provide training and guidance to end-users on best practices and IT policies to maintain a high level of customer service

• Experience using M365, Active Directory and MS Exchange
• Excellent telephone manner and good interpersonal skills
• Previous Service Desk Experience
• Exemplary Communication Skills
• Proven experience as a Deskside Support Engineer or similar role
• Strong knowledge of Windows and Mac operating systems
• Experience using an ITSM Platform – ServiceNow, AutoTask or similar 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.