Overview
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
Job Summary
As a third-line Technical Engineer, your primary responsibility is to provide advanced technical support and assistance to our customers or clients experiencing complex technical issues. This involves a thorough investigation and resolution of incidents that affect the supported platforms. Our monitoring toolset may detect these issues or report them through the Service Desk ticket logging process. The role includes resolving technical incidents and helping to deliver complex projects. Your expertise offers insights and strategies for solution development and optimisation. We rely on your in-depth knowledge and experience in your chosen field to effectively influence and develop our services and teams.
What you will do
* Respond to incidents logged in the Incident Management system and provide end users with a technical solution.
* Provide a point of technical escalation and expertise.
* Resolving technical issues escalated from 2nd line support
* Investigating and diagnosing complex technical issues
* Providing solutions to critical technical problems
* Collaborating with other teams to resolve technical issue
* Maintain technical accreditations in line with catalogued services.
* Recommend and deploy changes via the change management process when required.
* 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 solutions.
* Provide technical assistance to on-going projects and the transition of new customers when required.
* Join the on-call rota and provide support out of hours.
* Escalate and work with vendors when required.
* Manage and complete scheduled tasks when required.
* Raise potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Managers.
* Escalate potential problem issues with Problem and Incident Management.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
What we expect of you
Essential knowledge in the following areas:
* 3-5 years of experience in a similar SLA-driven support role.
* Proven experience delivering projects and complex changes.
* Proven capability in the following technologies (Certification an advantag
Microsoft 365 Administration
* Exchange on-line, Teams, SharePoint, OneDrive
* Administration
* Conditional Access
* Security and Compliance Policies
* Microsoft Endpoint Device Management
Azure
* Azure Entra ID and Identity Management
* AD Connect, ADFS, WAP, PTA, MFA
* Virtual Machines, VNET, EFS, Route 53
* Security Center
* Backup, ASR, ANF
AWS
* Identity Access Management (IAM)
* EC2, VPC, Storage Hub, Route 53
* Security Hub
* Backup, Elastic DR
Desirable knowledge in the following areas:
* Security Clearance (SC) or ability to obtain
* Experienced in ITIL best practices
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
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