IT Support Engineer

• Providing second line technical support, acting as an escalation point for first line engineers and mentoring junior colleagues
• Taking ownership of complex tickets through to resolution, ensuring clear communication with end users throughout
• Configuring and deploying hardware including laptops, PCs, mobile phones, and body worn video cameras
• Managing the onboarding and offboarding of employees, including account creation, hardware deployment, and software installation
• Utilising Ninja RMM to provide remote support, software installation, and issue remediation
• Administering the Microsoft 365 platform to ensure all users have the tools they need to do their jobs effectively
• Maintaining and updating our IT asset database with accuracy and attention to detail
• Working within our ITSM ticketing system, Jira, to log, manage, and resolve a broad range of IT issues
• Proactively identifying problems and raising them before they impact the business
• Meeting and exceeding departmental SLAs, and striving for first time fix wherever possible
• Working within an ITIL framework and contributing to continual service improvement
• Participating in IT projects including infrastructure upgrades, office moves, and system rollouts
• Procuring equipment from approved suppliers
• Upskilling continuously through our training platforms, LearnUpon and Pluralsight
• Participating in the out-of-hours on-call rota and occasional planned maintenance outside of core hours

Do you have experience in Mentoring?, * Education including GCSEs in Maths and English (or equivalent) is essential

• Relevant IT based qualification or industry-based experience
• Advanced Microsoft 0365 admin skills
• Experience of enterprise IT processes
• Experience of an ITSM tool
• Experience of working in a busy IT service desk or IT department
• Experience of working and exceeding SLA based targets
• Experience of focusing on providing excellent customer service
• Mentoring first line support colleagues
• Experience of delivering complex IT projects
• Technical Proficiency, a strong understanding of hardware, software, and networking is fundamental
• Reliable
• Organised
• Confident
• Team Player
• Take pride in presentation of work and self
• Take pride in ensuring accuracy and attention to detail
• Flexibility to work outside hours where required to meet deadlines

• Gym membership contribution: we will give you up to £20 per month towards your gym membership
• Company pension
• 24/7 employee assistance programme
• Company sick pay
• Referral programme
• Discounts and savings available on our bespoke staff rewards platform
• Casual dress
• Free onsite parking (excluding City of London)
• Loans for travel
• Cycle to work scheme
• 25 days holiday, rising to 28
• Regular subsidised social events
• Voluntary service opportunities to a charity of your choice - up to two days per year
• Long service awards
• Enhanced family leave
• Hybrid working
• Working hours that are flexible
• Extra holiday days available to buy, up to five days per year
• Death in Service Benefit
• As if that wasn't enough, we even provide you with unlimited refreshments, regular mouth-watering treats and healthy snacks each week., * Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free or subsidised travel
• Free parking
• Gym membership
• Health & wellbeing programme
• On-site parking
• Referral programme
• Sick pay
• Store discount

Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly. We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed. As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and the DVLA. Introduction This is a varied and rewarding second line IT Support Engineer role at the heart of the CDER Group IT function. You will be a key escalation point for our first line engineers, taking ownership of complex issues, driving resolution, and contributing to IT projects that make a real difference to the business. If you enjoy working in a fast-paced environment where no two days are the same, and you take pride in delivering outstanding service to your colleagues, this could be the role for you. You will have the opportunity to mentor junior members of the team, lead on technical projects, and develop your skills through our dedicated training platforms and access to industry-recognised certifications. We believe in investing in our people and supporting them to build a long-term career in IT.