Job Description

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 is 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 projects 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.
Commercial Services Group is one of the leading providers of procurement and support services to education and public sector customers globally. Serving over 15,000 customers, CSG is committed to providing an excellent customer and user experience underpinned by social value and a committed and empowered workforce.

Skills Required