Position: IT Support Engineer

Department: IT

Location: Darlington

Salary: Up to £30,000 plus on-call allowance

Reporting to: IT Services Manager

Hours: Full Time – 35 hours per week Monday to Friday – shifts between 07:00 to 18:00 with an on-call function

Contract: Permanent

About CDER Group

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 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.

What’s in it for you? 🎁

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)
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
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

Responsibilities

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

Personal Qualities And Skills

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

Ready to Join Us?

Apply now and start your journey with CDER Group, where you can make a real difference while growing your career.

CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills.

If you require any assistance or accommodation due to a disability, please contact the HR department.

CDER Group

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