2nd Line Engineer - Cloud & Applicationsat CDW Careers (UK)

JOB TITLE

2nd Line Application Engineer

DEPARTMENT

NOC

RESPONSIBLE FOR

N/A

RESPONSIBLE TO

Application Team Leader

MAIN PURPOSE OF JOB

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 and expertise for 1st 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.

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.

Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

Work with 3rd Line and CDW Consultants to better understand issues and resolutions.

Provide technical assistance to on-going projects and the transition of new customers when required.

KNOWLEDGE AND EXPERIENCE

 Essential

• At least 2 – 3 years’ experience in a similar SLA driven support role
• Proven Customer service Skills 
• Proven experience in delivering projects and complex changes.
• Industry recognised qualifications in relevant areas.
• Knowledge/experience in the following technologies
  • Windows Server 2008/2012/2016/2019
  • Active Directory user and computer management
  • File / Print Server
  • Microsoft Remote Desktop Services
  • Microsoft365, including the following:
• Intune and Endpoint Management
• Teams
• Exchange on-line
• SharePoint on-line
• Azure AD
• Microsoft Defender

Desirable

• Microsoft Azure knowledge
• AWS Knowledge
• SCCM knowledge
• VMWare knowledge
• Security Clearance (SC) advantageous
• Experienced in ITIL best practices desirable. Ideally holding an ITIL Foundation certification

PERSONAL ATTRIBUTES

•  Good communication skills, verbal and written.
• 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.