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. It's why we're 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 we're headed.

We're proud to share our story and Make Amazing Happen at CDW.

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, whether detected 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 systems and maintaining a high level of service for our customers.

• 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.

• 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
• Microsoft
  365, including the following:
• Intune and Endpoint Management
• Teams
• Exchange on-line
• SharePoint on-line
• Entra
• Microsoft Defender

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

• 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're looking for people who bring…