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2nd Line Engineer, Modern Workspace - Citrixat CDW Careers (UK)

Job ID: 
Post Date: 
12 Jul 2022
London, United Kingdom
Eligible For Remote Work: 
Yes - Hybrid
Contract Type: 
Security Clearance Required: 

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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
  • Provide assistance to 1st and 2nd Line Analysts
  • Provide a point of technical escalation and expertise
  • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan
  • Escalate potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Manager
  • Escalate potential problem issues with Problem and Incident Management.
  • Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork
  • Recommend and deploy changes via the change management process when required
  • Provide technical assistance to on-going projects when required
  • Assist in maintaining uptime of Citrix infrastructure and customer solutions
  • Assist with the on-going development of the core infrastructure strategy
  • Ensure all implemented solutions are backed up with documentation, training and expertise within the Service Desk and Support areas
  • Actively seek to improve and grow own skill and knowledge base in appropriate areas



What you need to succeed:


  • At least 3 years’ experience as a 2nd Line engineer within a similar environment
  • Respond to Customers either by telephone, electronically or face to face
  • Citrix XenApp / XenDesktop Support Experience
  • Citrix Provisioning Services / Machine Creation Services support experience
  • Hypervisor (XenServer, ESX and/or Hyper-V) Experience
  • Remote Access (NetScaler / RDS Web) Experience
  • Microsoft Terminal Services / Remote Desktop Services Experience
  • Valid Citrix Certified Administator / Associate Accreditation
  • Citrix NetScaler and its capabilities within an EUC platform
  • Knowledge of other EUC technologies eg. AppSense, AWD etc.



Nice to have:

  • Valid Vendor Accreditations within the area of Citrix
  • Windows 2012/2016 MCSE/MCITP
  • Citrix Certified Professional or Citrix Certified Expert (Virtualisation, Networking or Mobility)
  • Experienced in ITIL best practices desirable, ideally holding an ITIL Foundation certification (V2 or V3)
  • Experience or knowledge of Azure and AWS
  • Good communication skills
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress incidents to resolution
  • 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


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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