Position: Technical Support Specialist
Department: IT
Location: Darlington
Salary Banding: £25,000 – £40,000
Reporting to: IT Services Manager
Hours: Full Time – 35 hours over 5 days / Monday – Friday shifts between 07:00 to 18:00
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 role provides advanced IT support for the CDER Group businesses. This role reports to the IT Services Manager and provides IT support to the business. As a customer-facing position, the role involves direct interaction with colleagues and stakeholders to troubleshoot issues, deliver technical solutions, and provide an excellent standard of service that enables the business to operate effectively.
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
- Review overnight alerts and tickets from monitoring systems (e.g., AWS CloudWatch, CheckMK).
- Check service health dashboards for Microsoft 365 and AWS.
- Troubleshoot escalated issues with Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
- Resolve user access problems including MFA issues, password resets, and Azure AD sync errors.
- Investigate and resolve AWS-related incidents, such as EC2 connectivity, or S3 access problems.
- Manage user accounts and permissions in Active Directory and Azure AD.
- Support device management via Intune, Ninja RMM or other MDM tools.
- Test & Deploy updates and patches to endpoints and servers.
- Respond to security alerts and suspicious activity reports.
- Ensure compliance with internal security policies and ticket concerns.
- Proactive improve the security posture of our organisation.
- Monitor performance and availability of cloud services and internal systems.
- Support backup and recovery operations (e.g. Microsoft 365 retention policies, 11:11).
- Document fixes and update IT manual articles for recurring issues.
- Liaise with vendors and service providers for escalated support or outages.
- Provide guidance to first-line support and help upskill junior team members.
- Help lead IT incident management.
- Managing project through monthly sprints.
- Take part in the out of hours rota to provide support to users outside of our core hours.
- Take part in occasional out of hours maintenance to complete tasks that cannot be completed within normal office hours.
- Any other ad hoc tasks that may be required that commensurate with the level of the post.
Personal qualities, experience and skills
- Good level of education including GCSEs in Maths and English at grade C or above is essential.
- ITIL accreditation
- IT literate, proficient in Microsoft Office Packages
- Excellent customer service skills
- Experience of enterprise IT processes
- Capacity to work effectively whilst remaining calm under pressure
- Ability to deal with confidential information and maintain confidentiality
- Ability to make own decisions and problem solve
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.