Position: Application Support Technician
Department: Edge Support Team
Location: Darlington
Salary Banding: £25,000 – £35,000 pa
Reporting to: Edge Support Manager
Hours: Full Time – 35 hours over 5 days / Monday – Friday
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, DVLA and the Environment Agency.
Introduction
This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider IT team. This role reports into the Edge Support Manager and provides technical support of the Edge collection platform to end users as well as responding to incidents, alerts, and system performance issues.
The Application Support Technician will respond quickly and effectively to support requests from users, clients, and partners. These will be reported and logged through our ticketing system, Jira, and the candidate will work alongside local and remote technical staff to ensure that every inquiry receives a timely and quality service.
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
- Hybrid working
- 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
Main Duties and Responsibilities
- Provide technical support for basic/common requests relating to the Edge platform.
- Provide technical support handling more complex tasks that require more technical knowhow, deeper analysis, and possible changes to system configurations.
- Investigate and provide analysis of issues for escalation to our external 3rd line developer support where required.
- Record all conversations and findings on a ticket within the Jira service desk platform.
- Raise configuration change or development requests to relevant teams.
- Respond to problem tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence.
- Respond to incident tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence.
- Assist in providing training to end users.
- Effective triage and root cause analysis to determine the most appropriate corrective action when issues with Edge processing are identified.
- The correct and timely application of corrective actions & remediation to fix issues with Edge processing.
- React to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source.
- Deal with alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source.
- Fix, remove or minimise issues by optimising the way in which the business uses Edge.
- Identify, document, and mitigate risks.
- Ensure the correct and timely functioning of all Edge processes.
- Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies, or capacity issues.
Personal qualities, experience and skills
- Good level of education including GCSEs in Maths and English at grade C or above is essential.
- College or University education in IT, Software Development or similar.
- IT literate, proficient in Microsoft Office Packages.
- Customer service skills demonstrating empathy and patience.
- Analytical skills.
- Competent in writing technical documentation.
- Good SQL writing skills for data retrieval and report creation.
- At least 2 years previous experience providing technical support.
- Experience of configuring and implementing new processes.
- Capacity to work effectively whilst remaining calm under pressure.
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.