Location: Kings Hill/ HybridSalary: £27,500Contract Type: PermanentHours: Full-time 37 hours per weekAbout the RoleAre 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 AreWe 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 MattersAs 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 DoingActing as the face of Cantium IT, delivering excellent customer service across all interactionsTaking ownership of complex technical issues, ensuring prompt resolution or escalation in line with SLAsDiagnosing 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 systemsInstalling, commissioning, and upgrading end-user devices, ensuring users are kept informed of updates, new features, and known issuesMaintaining accurate call records and resolution steps in line with Cantium standardsMonitoring dashboards to track, update, and progress tickets effectively, ensuring SLA complianceContributing to and maintaining a central knowledge base with up-to-date technical guidanceProviding feedback and input to continuously improve support processesWhat We’re Looking ForEducated to GCSE level (or equivalent), including English and Maths at grade C or aboveRelevant ICT industry qualifications (e.g., GNVQ, Level 3 Diploma) or equivalent experienceExtensive experience in a customer-facing IT service delivery functionStrong background in working to deadlines and under pressureExpert-level customer service skills, with the ability to address both real and stated user needsIn-depth knowledge of IT infrastructure (hardware, networking, databases, operating systems, applications)Strong communication skills, adaptable to users with varying IT literacyAttention to detail and commitment to quality standardsProficient understanding of ITIL Framework and Service Desk Institute (SDI) standardsProficient in Microsoft Office and advanced knowledge of Microsoft Operating SystemsStrong understanding of networking principles to identify and resolve issuesValid UK driving licence and access to a vehicle (for field-based support)Ability to undergo a DBS check to meet compliance standardsWhat You’ll Get in ReturnCompetitive salary £27,50025 days annual leave plus bank holidaysEmployer pension contributionLife assurance and wellbeing programmesRetail and lifestyle discount schemesFlexible hybrid working arrangementsOpportunities for professional development, mentoring, and career progressionWhy Cantium and CSG?Part of CSG – a purpose-driven organisation with £800 million+ in annual revenue25% year-on-year growth and £77 million in social value returned to the public sectorWork that makes a difference across education, government, and communitiesOpportunities for career progression in a dynamic and inclusive environmentInclusion & AccessibilityWe 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. #J-18808-Ljbffr