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Patch Management Engineer
NOC Service Operations Team Leader
MAIN PURPOSE OF JOB
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
- Experience using PowerShell and PowerShell Scripts