Location: Kings Hill/ Hybrid
Salary: £27,500
Contract Type: Permanent
Hours: Full-time 37 hours per week
About the Role
Are you an experienced IT professional with advanced troubleshooting skills and a passion for delivering outstanding technical support? We’re looking for a Senior IT Support Engineer to join our Technical Delivery team.
In this role, you’ll provide expert-level support to Cantium Business Solutions’ customers. Working in a project-focused environment, the work will involve configuring and deploying desktops, laptops, printers, and mobile devices and resolving software and hardware-related issues. You’ll be the trusted face of Cantium IT in both field and remote settings, ensuring that customer needs are met swiftly and professionally. As a senior engineer, you’ll also play a key role in shaping support processes and helping to maintain our reputation for technical excellence. You’ll work across both remote and field-based environments, so the ability to travel and adapt to different settings is key.
Who We Are
We are a dynamic and agile organisation, home to several established traded brands that deliver services to external organisations. Our culture is built around four core principles: Fast, Connected, Insight Driven, and Customer-Led which guide how we deliver high-quality back-office services. By focusing on innovation, collaboration, and customer experience, we’re building a reputation as a trusted and forward-thinking partner for organisations across the UK.
Why This Role Matters
As a Senior IT Support Engineer, you’ll be a pivotal point of contact for our customers, ensuring that complex technical issues are resolved efficiently and effectively. Your ability to balance hands-on problem-solving with proactive service improvements will directly enhance customer satisfaction, business continuity, and cyber security compliance. Beyond ticket resolution, you’ll contribute to the delivery of project-related tasks that provide positive outcomes for our customers.
What You’ll Be Doing
* Acting as the face of Cantium IT, delivering excellent customer service across all interactions
* Taking ownership of complex technical issues, ensuring prompt resolution or escalation in line with SLAs
* Diagnosing and resolving issues across desktops, laptops, video conferencing systems, printers, mobile devices, and desk workstations (including monitors and docking stations)
* Troubleshooting bespoke systems such as library kiosks and Paxton door entry systems
* Installing, commissioning, and upgrading end-user devices, ensuring users are kept informed of updates, new features, and known issues
* Maintaining accurate call records and resolution steps in line with Cantium standards
* Monitoring dashboards to track, update, and progress tickets effectively, ensuring SLA compliance
* Contributing to and maintaining a central knowledge base with up-to-date technical guidance
* Providing feedback and input to continuously improve support processes
What We’re Looking For
* Educated to GCSE level (or equivalent), including English and Maths at grade C or above
* Relevant ICT industry qualifications (e.g., GNVQ, Level 3 Diploma) or equivalent experience
* Extensive experience in a customer-facing IT service delivery function
* Strong background in working to deadlines and under pressure
* Expert-level customer service skills, with the ability to address both real and stated user needs
* In-depth knowledge of IT infrastructure (hardware, networking, databases, operating systems, applications)
* Strong communication skills, adaptable to users with varying IT literacy
* Attention to detail and commitment to quality standards
* Proficient understanding of ITIL Framework and Service Desk Institute (SDI) standards
* Proficient in Microsoft Office and advanced knowledge of Microsoft Operating Systems
* Strong understanding of networking principles to identify and resolve issues
* Valid UK driving licence and access to a vehicle (for field-based support)
* Ability to undergo a DBS check to meet compliance standards
What You’ll Get in Return
* Competitive salary £27,500
* 25 days annual leave plus bank holidays
* Employer pension contribution
* Life assurance and wellbeing programmes
* Retail and lifestyle discount schemes
* Flexible hybrid working arrangements
* Opportunities for professional development, mentoring, and career progression
Why Cantium and CSG?
* Part of CSG – a purpose-driven organisation with £800 million+ in annual revenue
* 25% year-on-year growth and £77 million in social value returned to the public sector
* Work that makes a difference across education, government, and communities
* Opportunities for career progression in a dynamic and inclusive environment
Inclusion & Accessibility
We are committed to building a workplace where everyone feels respected and valued. We welcome applicants from all backgrounds and will support any adjustments needed throughout the recruitment process. Let us know how we can help.
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