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- Tasks: Provide second line IT support and mentor junior colleagues in a dynamic environment.
- Company: Join CDER Group, the UK's largest technical debt collections company.
- Benefits: Enjoy gym contributions, flexible hours, 25+ days holiday, and ongoing training.
- Other info: Be part of a diverse team committed to inclusivity and personal growth.
- Why this job: Make a real impact while developing your IT skills and career.
- Qualifications: GCSEs in Maths and English, relevant IT qualifications, and customer service experience.
The predicted salary is between 24000 - 30000 £ per year.
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
- 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
- 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
- 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.
IT Support Engineer employer: CDER Group Ltd
Contact Detail:
CDER Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that IT Support Engineer role.
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to IT support. We recommend setting up mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Bring along examples of past projects or challenges you've tackled in IT. We love seeing how you’ve made a difference in previous roles, so don’t be shy about sharing your successes.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. We appreciate candidates who take that extra step to express their interest.
We think you need these skills to ace IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Engineer role. Highlight relevant experience, especially in second line support and any technical projects you've led. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Be sure to mention any specific experiences that relate to the responsibilities listed in the job description.
Show Off Your Technical Skills: Don’t hold back on showcasing your technical proficiency! Mention your experience with Microsoft 365, ITSM tools like Jira, and any hardware or software you've worked with. We love seeing candidates who are confident in their tech skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at CDER Group Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365 and ITSM tools like Jira. Be ready to discuss your experience with hardware and software troubleshooting, as well as any complex issues you've resolved in the past.
✨Showcase Your Customer Service Skills
Since this role involves providing second line support, be prepared to share examples of how you've delivered excellent customer service. Highlight situations where you’ve communicated effectively with users and resolved their issues promptly.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you identified potential problems before they escalated. Discuss your approach to troubleshooting and how you ensure clear communication throughout the resolution process.
✨Be Ready to Talk About Teamwork
This position requires mentoring junior colleagues and working closely with first line engineers. Prepare to discuss your experiences in team settings, how you’ve contributed to projects, and your approach to collaboration and leadership.