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Team Leader, Onsite Engineeringat CDW Careers (UK)

Job ID: 
11821
Team: 
Information Technology
Post Date: 
28 Mar 2024
Location: 
London, United Kingdom
Eligible For Remote Work: 
No
Contract Type: 
Fixed Term (Full-time)
Travel: 
No
Security Clearance Required: 
No

Description

ABOUT CDW

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States.Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

CDW prides itself on being People Who Get IT and People who get People. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, youll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true selfand your best ideasto CDW. Because diverse perspectives bring forth better problem solvingand better solutions for our customers on a rapidly evolving technology landscape.

JOB SUMMARY

The Team Leader for Onsite Engineering is responsible for the day-to-day management of all onsite Engineers. Providing support and ensuring company processes, procedures and contractual obligations, while maintaining a high level of customer service.

KEY RESPONSIBILITIES

  • Ensure all team members understand the expectations and deliverables of their roles
  • Develop, grow, and maintain professional working relationships with all internal stakeholders.
  • Ensure process, procedural and contractual agreements are being followed correctly by the team and that knowledge is sufficient to deliver the required services
  • Deliver onsite services for a CDW client, providing end user technical support, including desktop computing and corporate IT services.
  • Perform installations and troubleshooting on a wide range of products in a software or hardware environment.
  • Follow documented procedures both CDW and Client supplied, and provide constructive feedback for continuous improvement
  • Continually review the available resources required to ensure they are adequate to meet the service level agreements in place
  • Provide customer site network and systems support
  • Act as an escalation point, providing support and input to ensure a timely resolution

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

QUALIFICATIONS, SKILLS AND EXPERIENCE

  • Experience of managing team(s) in an IT external Delivery Framework with the ability to lead and direct others.
  • Experience with installing, troubleshooting, and fixing a variety of hardware devices including but not limited to end user computing, PCs, laptops, tablets, printer, point of sale equipment & Peripherals.
  • Obtain/hold one or more of:
    • CompTIA A+/N+; MCDST; ACA; MCSA; CCNA; VTSP; ITIL Foundation v4
  • May have, or be studying towards, one or more of:
    • ACSP; MCSE; VCP
  • Excellent Microsoft Office skills e.g., word, Excel, PowerPoint
  • Excellent verbal and written communication skills
  • Awareness of ITIL methodologies and best practice.
  • Hold a full UK Driving Licence
  • Required to hold/obtain UK security clearances such as SC and NPPV3 as required to attend CDWs customer base

ESSENTIAL ATTRIBUTES

  • Quality focused with excellent attention to detail
  • Capable of working independently and remotely on a wide range of products
  • Methodical & analytically minded
  • Results-oriented with a track record of success for achieving and exceeding goals
  • Physical strength and dexterity to carry IT equipment and work in awkward or tight spaces
  • Highly organised with the ability to plan and prioritize ones own workload, the workload of others, act on own initiative and effectively manage a multi-faceted workload

CUSTOMER FOCUS ANDWAYS OF WORKING

  • Each coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.
  • Each coworker has a responsibility to ask questions when they are unsure of CDWs values, standards and policies, and to take action if they believe someone else is not acting consistently with those values, standards and policies.
  • Each coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDWs commitment to excellent client service and continual improvement. Coworkers must report any customer problems, feedback, service outages, and service improvement suggestions to management.
  • Each coworker is required to comply with CDWs policies relating to Information Security and Data protection, specifically to:
    • Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
    • Treat the security of all information assets according to their designated information security classification
    • Ensure that they only access information assets that they are authorised to do so.
    • Adhere to the procedure for reporting any security weakness or event
    • Commit to, and participate in, personal development of information security awareness & knowledge

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