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Senior Security and Patch Management Engineerat CDW Careers (UK)

Job ID: 
Post Date: 
05 May 2022
Peterborough, United Kingdom
Eligible For Remote Work: 
Yes - Hybrid
Contract Type: 
Security Clearance Required: 


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.


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
  • 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
  • Work with Transition Managers to on-board customers with Patch & AV Management Support
  • 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 and point of contact 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
  • Actively seek to improve upon the Technical Support Documentation utilised on a day to day basis



What you need to succeed:


  • At least 2 – 3 years experience
  • 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
- SCCM/InTune
- SEPM and other mainstream AV solutions (e.g. Sophos, Kaspersky, etc.)
- Experience with troubleshooting (Event Viewer, Log Files, Command Prompt)
- Basic networking


Nice to have:

  • Security Clearance (SC) advantageous
  • Industry recognised 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
  • Good communication skills
  • Proactive “Can Do” attitude
  • Punctual and professional
  • Positive, enthusiastic and supportive individual
  • Confidence to liaise with SDM’s and Customers
  • 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



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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