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Patch Management Engineerat CDW Careers (UK)

Job ID: 
10730
Team: 
Engineering
Post Date: 
05 Aug 2022
Location: 
Manchester, United Kingdom
Eligible For Remote Work: 
Yes - Hybrid
Contract Type: 
Full-time
Travel: 
No
Security Clearance Required: 
Yes - Must be able to obtain
Security Clearance Level: 
Security Check

Description

                                         

 

JOB TITLE

Patch Management Engineer

DEPARTMENT

NOC

RESPONSIBLE FOR

None

RESPONSIBLE TO

NOC Service Operations Team Leader

MAIN PURPOSE OF JOB

Responding to BAU Security and Patch Management incidents logged on the incident management system to ensure incidents are resolved within SLA whilst providing help and support to the team

 

Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

 

Provide a point of technical escalation and expertise.

 

Provide technical assistance to on-going projects and the transition of new customers when required.

Ensure all implemented solutions are backed up with documentation, training and expertise within the Service Desk and Support areas.

Perform Daily, Weekly and Monthly scheduled tasks relating to Patching and AV management when required.

 

Provide assistance to Team members, Service Teams and Customers as required.

 

 

Escalate potential service issues initially with Team Leader /Service Delivery Manager.

 

Escalate potential problem issues with Problem and Incident Management.

 

Recommend and deploy changes via the change management process when required.

 

Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

 

Actively seek to improve and grow own skill and knowledge base in appropriate areas.

 

Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

 

Work with consultants to better understand issues and resolutions.

 

Provide 24/7/365 remote support on a 4 on 4 off basis covering days and nights alternatively. Day shifts run from 09:00 to 21:00 and night shifts from 21:00 to 09:00.

 

 

KNOWLEDGE AND EXPERIENCE

 

Essential

  • Educated to GCSE level in Maths and English or equivalent.
  • At least 2 – 3 years’ experience in a similar SLA driven support role
  • Good knowledge of IT platforms, equipment and applications.
  • Proven Customer service Skills .
  • Industry recognised qualifications in relevant areas.
  • Knowledge / experience in the following technologies.
    - Windows Server 2012/2012 R2/2016/2019
    - Windows Workstation 10/11
    - Patch Management
    - WSUS
    - SCCM
    - SEPM and other mainstream AV solutions (e.g. Sophos, Kaspersky, etc.)
    - Experience with troubleshooting (Event Viewer, Log Files, Command Prompt)

- Experience using PowerShell and PowerShell Scripts
- Basic networking

 

 

Desirable

 

  • Security Clearance (SC) advantageous
  • Any Industry recognized qualifications or certifications an advantage.
  • Experienced in ITIL best practices desirable. Ideally holding an ITIL Foundation certification (V2 or V3).
  • Backup and Restore (VMWare, Backup Exec, etc.) basics
  • Experience with Solarwinds Patch Management product (N-Central)
  • Knowledge and experience of PowerShell

 

PERSONAL ATTRIBUTES

 

  • Good communication skills, verbal and written
  • Punctual and reliable
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress incidents to resolution, or to identify when escalation is necessary
  • Ability to work under pressure
  • Ability to work in a team and to support team members
  • Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
  • Proactive “Can Do” attitude
  • Punctual and professional

 

 

 

Apply Now
 
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