Senior VIP Support Engineer IT Services West Malling

Role: Senior VIP Support Engineer
Salary: £28,000
Location: Kings Hill/Hybrid

Are you a motivated, passionate individual looking to take the next step in your career? Cantium, part of the Commercial Services Group, is seeking a Senior VIP Support Engineer to provide end-to-end support for VIP customers at Cantium Business Solutions. This role involves working within the VIP Support team to deliver top-quality, technically advanced customer service.

Why Join CSG?

CSG aims to be recognized as a global leader in Education and Public Sector services, operating in 86 countries with 1,800 staff across 33 trading brands. We offer expertise in HR, IT, Energy, Education Resources, Procurement, and more. Growing at 25% annually, CSG expands through organic growth, acquisitions, and joint ventures. Join us during this exciting growth phase and help shape the future of CSG.

What You'll Achieve:

• Deliver high-quality, responsive support to senior stakeholders by troubleshooting and resolving technical issues on desktop, laptop, and mobile devices, both remotely and on-site.
• Oversee VIP device deployments, configure user-specific settings, and provide hands-on support to ensure users are comfortable with their technology.
• Act as the first point of contact for VIP support requests via phone, email, or service tickets, ensuring swift resolution or escalation while maintaining excellent service levels.
• Maintain accurate documentation, FAQs, and user guides to enable VIPs to resolve minor issues independently.
• Collaborate with technical teams to improve response times and reduce escalations, aiming to resolve issues at first contact.
• Provide feedback and recommendations based on incident trends to improve services and user satisfaction.
• Uphold the company's customer-focused, fast, connected, and insight-driven service culture, ensuring professionalism in every interaction.

What We Offer:

• 25 days of annual leave plus bank holidays
• An additional day off at Christmas
• Access to discounts on retail and gym memberships
• Life assurance coverage
• Health cash plan
• Company-wide events

What We Require:

• High-quality support to VIPs, troubleshooting across devices both remotely and on-site
• Overseeing VIP device deployments and configurations
• First point of contact for VIP support requests, ensuring quick resolution or escalation
• Maintaining documentation and user guides for minor issue resolution
• Collaborating with technical teams to enhance response times
• Providing feedback to improve services and satisfaction
• Upholding a professional, customer-first service culture

About Commercial Services Group:

CSG is the UK's largest local authority-owned trading company, wholly owned by Kent County Council, generating over £800m annually and serving over 16,000 education and public sector clients worldwide.

About Cantium:

Cantium Business Solutions, established by Kent County Council, provides back-office services to local government, education, and private sectors. They focus on insight and collaboration to support clients' IT strategies, projects, and managed services.

We value diversity and inclusion, encouraging applications from all qualified individuals. We also provide reasonable adjustments during the application and interview process; please inform us if needed.