Senior Ict Support Engineer

3 days ago

Kings Hill, United Kingdom Commercial Services HR Full time

**Role**:Senior ICT Support Engineer
**Salary**:£25,500 - £28,500 per annum
**Location**: Kings Hill

Commercial Services Group is recruiting for a Senior ICT Support Engineer on behalf of its' sister company, Cantium Business Solutions.
Cantium Business Solutions is a back-office services provider established by Kent County Council. They partner with local government, education and private sectors to understand their business needs and challenges and provide tailored solutions. Their focuson insight and collaboration ensures that they remain connected to these organisations to enhance their key business priorities such as such as IT strategy and architecture, project management and fully managed IT services.
**The Role
**Key Duties**
- Respond to requests remotely or on customer sites, resolving incidents and requests as appropriate in accordance with Cantium KPI’s and service level targets.
- Manages calls to Cantium standards to include detailed call notes of steps taken to resolution
- To assist with providing an effective interface between users and service providers including external commercial suppliers where applicable, including documenting incidents, progress checking and ensuring all diagnostic information is provided for errorresolution and incident analysis
- Assisting customers to make more effective use of systems and products, make initial diagnosis of problems and advises a solution where applicable. Investigate more complex technical issues and share this information with colleagues
- To assist the Remote Support Team Leader to mentor less experienced team members, lead on technical and procedural End User initiatives and deputise for the Team Leader when required

**What we need from you**
- Experience using customer service techniques to ensure full account is taken of customers real and stated needs in delivery of IT Services
- Good knowledge of the IT Infrastructure for example, hardware, databases, operating systems and LAN
- Good understanding of the ITIL framework, Service Desk Institute standards and meeting Service Level targets
- Experience working in an IT Service Delivery Function
- To fully understand specific standards related with the role for example, service desk procedures, support procedures, corporate procedures and change management process’

**What Cantium can offer you**
- Minimum of 33 days holiday (inc. bank holidays)
- Generous contributory pension scheme.
- People focused culture with great communication and development opportunities.
- A wide range of workplace wellbeing services.
- Electric Car Scheme.
- Employee shopping discount scheme.

We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approachto when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life - helping you achieve a great work life balance.

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