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IT Support Engineer
2 months ago
About CDW UK
CDW is a prominent multi-brand provider of IT solutions catering to businesses, government entities, educational institutions, and healthcare organizations globally. As a Fortune 500 company and a member of the S&P 500 Index, CDW has been operational since 1984 and employs over 15,000 professionals across various locations.
At CDW, we take pride in our commitment to "making amazing happen". Our relationships are built on extensive expertise and are anchored in the CDW Way. Our empowering leadership fosters an environment where teams are inspired to excel and collaborate effectively.
Position Overview
The On-Site Engineer role within CDW's Field Service Engineering team is focused on delivering on-site services for routine operations and various special projects. This position involves providing on-site support to specific clients across multiple locations as per contractual obligations.
The On-Site Engineer will be responsible for basic hardware support, PC and laptop imaging, helpdesk assistance, desktop support, video conferencing support, printer maintenance, installations, relocations, and first/second line support.
Eligibility for Security Clearance is required, and adherence to CDW policies is mandatory.
Key Responsibilities
- Manage personal call queue, ensuring timely resolution of issues.
- Maintain ongoing communication with customers and provide updates.
- Escalate issues to the 3rd Line Team when necessary.
- Collaborate as part of a cohesive team of engineers.
- Deliver exceptional customer service.
- Coordinate with other internal teams (Applications, Infrastructure).
- Execute software builds and rebuilds on PCs and laptops as needed.
- Diagnose hardware faults and implement upgrades to client systems.
- Conduct on-site visits to various locations as required.
- Participate in the on-call rotation for after-hours support.
As part of your role, you will manage service desk incidents through to resolution, recognizing when escalation is necessary for prompt client resolution. You will keep clients informed with regular updates throughout the incident management process, whether the case is assigned to you or escalated to a higher-level engineer. This role requires effective use of service desk systems, ensuring all tickets are updated in real-time. Additional responsibilities may include on-site client visits as a company representative to resolve technical issues.
Qualifications, Skills & Experience
- Proven skills and knowledge in relevant technology domains.
- Possession of college, university, or professional certifications.
- Preferred certifications include:
- CompTIA A+/N+
- Possibly pursuing certifications such as:
- MCDST
- ITIL Foundation v4
Essential Attributes
Prior experience in an on-site engineering role within a professional organization is essential.
- Ability to work independently and manage multiple tasks across departments.
- Experience using ServiceNow for service management and escalations.
- Quick comprehension of company policies, processes, and compliance.
- Effective verbal and written communication skills.
- Experience in Windows 10 and 11 environments.
- Familiarity with Active Directory and Group Policy Management.
- Experience with Microsoft 365 suite.
- Knowledge of Microsoft Exchange On-Prem and Online.
- Proficiency in PowerShell scripting.
- Experience supporting Microsoft Teams, including SharePoint Teams and Channels.
- Experience with Microsoft Teams Meeting Rooms (Application and Hardware).
- Familiarity with SolarWinds and network monitoring tools.
- Advanced networking skills, including branch office VPNs, circuits, LAN, and WAN.
- Experience with Cisco Meraki.
- Experience with Microsoft Intune, including policy management and test environments.
- Experience supporting business applications.
- Strong prioritization and problem-solving abilities.
- Approachable demeanor with the ability to manage a demanding workload while supporting team members.
- Experience with mobile devices and management tools like Microsoft Intune across various hardware.
- Solid understanding of network fundamentals.
- Comprehensive knowledge of hardware maintenance and troubleshooting.
Join Us at CDW
At CDW, you will collaborate with inspiring individuals who possess positive, success-driven attitudes. We value diverse perspectives, which lead to better problem-solving and innovative solutions for our clients in a rapidly changing technology landscape.
CDW is an equal opportunity employer dedicated to a policy of non-discrimination in all employment aspects. We encourage candidates from all backgrounds to apply and contribute to our mission of fostering a culture of belonging, diversity, and inclusion for enhanced collaboration and business outcomes.
Together, we aim to create a workplace where everyone feels valued and empowered to bring their full energy and authenticity for the benefit of our coworkers and the organization.
