Senior VIP Support Engineer

Commercial Services Group; West Malling; Hybrid; GBP 28,000; Full time

Job summary

An innovative company is seeking a Senior VIP Support Engineer to provide exceptional technical support for VIP customers. This role involves troubleshooting and resolving issues across various devices, ensuring a high standard of service. With a focus on collaboration and continuous improvement, you'll be part of a dynamic team dedicated to enhancing user satisfaction. Join a leading organization that values diversity and offers a range of benefits, including generous leave and health plans. If you're passionate about technology and customer service, this is the perfect opportunity to advance your career.

Benefits

25 days annual leave plus bank holidays

Additional day off at Christmas

Access to retail and gym discounts

Life assurance coverage

Health cash plan

Company-wide events

Qualifications

• Experience in providing high-quality technical support to VIP or senior stakeholders.
• Ability to oversee device deployments and configure user settings.

Responsibilities

• Deliver high-quality support to senior stakeholders by troubleshooting technical issues.
• Oversee VIP device deployments and provide hands-on support.

Skills

Technical Support

Communication Skills

Device Configuration

Documentation Maintenance

Collaborative Mindset

Job description

Role

Senior VIP Support Engineer

Salary

£28,000

Location

Kings Hill/Hybrid

Introduction

Are you a motivated, passionate individual looking to take the next step in your career? Cantium, part of 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 the 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 is expanding through organic growth, acquisitions, and strategic partnerships. Join us to be part of shaping the future of CSG.

Key Responsibilities

1. Deliver high-quality, responsive support to senior stakeholders by troubleshooting and resolving technical issues across desktop, laptop, and mobile devices, both remotely and on-site.
2. Oversee VIP device deployments, configure user-specific settings, and provide hands-on support to familiarize users with their technology.
3. Act as the first point of contact for VIP support requests via phone, inbox, or service ticket, ensuring swift resolution or escalation while maintaining excellent service levels.
4. Maintain accurate documentation, FAQs, and user guides to enable VIPs to resolve minor issues independently.
5. Collaborate with technical teams to improve response times and reduce escalations, aiming to resolve issues at the first point of contact.
6. Provide feedback based on incident and request trends to improve services, processes, and user satisfaction.
7. 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 retail and gym discounts
• Life assurance coverage
• Health cash plan
• Company-wide events

Minimum Requirements

• Experience in providing high-quality technical support to VIP or senior stakeholders across various devices and platforms.
• Ability to oversee device deployments and configure user settings.
• Excellent communication skills for acting as the first point of contact and maintaining service standards.
• Experience in maintaining documentation and knowledge-sharing resources.
• Collaborative mindset to work with technical teams and improve response times.
• Ability to analyze incident trends and provide actionable feedback.

About CSG and Cantium

Commercial Services Group (CSG) is the UK's largest local authority-owned trading company, generating over £800m annually, serving over 16,000 customers worldwide. Cantium Business Solutions, established by Kent County Council, provides tailored back-office services to local government, education, and private sectors, focusing on insight and collaboration.

We value diversity and inclusion and encourage applications from all qualified individuals. Reasonable adjustments are available during the application and interview process.