2nd Line Engineer

At CDW we make it happen together. Trust connection and commitment are at the heart of how we work together to deliver for our customers. Its why were coworkers not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where were headed. Were proud to share our story and Make Amazing Happen at CDW.

Job Summary

As a 2nd Line Support Engineer your primary responsibility is to provide technical support and assistance to customers experiencing technical issues. You will often be the go-to person for resolving advanced technical challenges that require a high level of knowledge and expertise.

In addition to providing direct support you will also follow processes and perform administrative functions. This includes working closely with the 3rd Line resolver teams to investigate incidents affecting the supported platforms whetherdetected by our monitoring toolset or reported through the Service Desk ticket logging process.

A solid theoretical knowledge base is crucial for a 2nd Line Engineer as it enables you to troubleshoot and resolve issues effectively ensuring the smooth operation of our systemsand maintaining a high level of service for our customers.

What you will do

• Investigating and resolving technical issues escalated from 1st line support and providing end users with a technical solution.
• Collaborating with 3rd line support to resolve critical issues
• Required to follow a detailed process for the migration and execution of customer public cloud billing migrations to CDW.
• Maintain technical accreditations in line with catalogued services.
• Set up and complete scheduled tasks when required.
• Escalate and work with vendors when needed.
• Provide handovers to the following shift pattern
• Raise potential service issues with Problem and Incident Management.
• Recommend and deploy changes via the change management process when needed.
• Take part in shadowing activities and the facilitation of learning.
• Assist the Service Desk and Desk and 1st Line Engineers as required.
• Proactively maintain and develop knowledge skills and experience through client contact industry sources formalised training and development plan.
• Provide technical assistance to the transition of new customers.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

What we expect of you

Required:

• 2-3 years of experience in a similar SLA-driven support role.
• Proven Customer service Skills
• Industry-recognised qualifications in relevant areas.

- Good level of knowledge/experience in the following technologies (Certification an advantage)

• Windows Server 2012/2016/2019/2022
• Active Directory user and computer management
• File / Print Server management
• Microsoft Remote Desktop Services

- Microsoft365 including the following:

• Intune and Endpoint Management
• Teams
• Exchange on-line
• SharePoint on-line
• Entra ID
• Microsoft Defender

Desirable:

• Microsoft Azure knowledge
• AWS Knowledge
• SCCM knowledge
• VMWare knowledge
• Security Clearance (SC) or ability to obtain
• Experienced in ITIL best practices

Essential Attributes:

• Good communication skills verbal and written.
• Ability to take ownership of and progress incidents to resolution or to identify when escalation is necessary
• Ability to work under pressure
• Able to work in a team and to support team members
• Communication and interpersonal skills include listening building rapport and establishing empathy whilst demonstrating awareness of internal and external issues.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business government education and healthcare customers in the United States the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together we unite. Together we win. Together we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by state and local law.

CDW is committed to fostering an equitable transparent and respectful hiring process for all applicants. During our application process CDWs goal is to get to know you as an applicant and understand your experience strengths skills and qualifications. While AI can help you present yourself more clearly and effectively the essence of your application should be authentically yours. To learn more please review CDWs AI Applicant Notice.