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3rd Line Application Engineerat CDW Careers (UK)

Job ID: 
Post Date: 
29 Oct 2021
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 
Yes - Must be able to obtain
Security Clearance Level: 
Security Check


Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.


Responding to BAU 3rdLine incidents logged on the incident management system to ensure incidents are resolved within SLA whilst providing help and support to the team. Assist in new Project Work. New Customer transitions into CDW.


What you’ll do:

  • Respond to incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements
  • Work with team members to ensure a managed workload
  • Provide a point of technical escalation, expertise and mentoring for 2nd Line Engineers
  • Provide assistance to Team members and Analysts as required
  • Ensure all implemented solutions are supported with documentation, training and expertise within the Service Desk and Support areas
  • Provide support as part of the 24x7 out of hour’s rota
  • Be available to provide remote service out of core hours
  • Escalate potential service issues initially with Team Leader/Service Desk Managers/Service Delivery Managers
  • 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 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 technical assistance to on-going projects and the transition of new customers when required


What you need to succeed:


  • At least 3 – 5 years’ experience in a similar SLA driven support role
  • Proven Customer service Skills
  • Proven experience delivering projects and complex changes
  • Proven capability in the following technologies – Certification an advantage:
    • Windows Server 2012R2/2016/2019 inc Hyper-V – In depth Knowledge
    • Active Directory (Core AD Services, DNS, DHCP, GPO, AD Replication, PKI) – In depth Knowledge
    • Exchange 2013/2016/2019 – Strong Knowledge
    • Microsoft SQL Server Administration – Strong Knowledge
    • Lync / Skype for Business - Experience
    • Microsoft 365 Administration – Strong Knowledge
    • Microsoft 365/Azure AD Identity Management – Experience o Cloud based technologies IaaS, PaaS. Either Microsoft Azure or AWS – Experience


Nice to have:

  • SCCM
  • VMware / vSphere 6.5-7.0
  • Networking
  • Experienced in ITIL best practices desirable. Ideally holding an ITIL Foundation certification
  • Good communication skills
  • 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
  • Actively seek to improve and grow own skills and knowledge base in appropriate technologies to pass industry standard certifications


Who we are:

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 startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 


What you can expect from us: Culture, coworkers, careers:

CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled 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, you’ll 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 self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.



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