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. About CDW CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada. CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are 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. Job Summary Shift Pattern: 8pm - 8am (Night shift) - 4 on 4 off As a 2nd Line Support Engineer, your primary responsibility is to provide technical support and assistance to customers experiencing technical issues. You will often be the go-to person for resolving advanced technical challenges that require a high level of knowledge and expertise. In addition to providing direct support, you will also follow processes and perform administrative functions. This includes working closely with the 3rd Line resolver teams to investigate incidents affecting the supported platforms, whether detected by our monitoring toolset or reported through the Service Desk ticket logging process. A solid theoretical knowledge base is crucial for a 2nd Line Engineer, as it enables you to troubleshoot and resolve issues effectively, ensuring the smooth operation of our systems and maintaining a high level of service for our customers. Key responsibilities Investigating and resolving technical issues escalated from 1st line support and providing end users with a technical solution. Collaborating with 3rd line support to resolve critical issues Required to follow a detailed process for the migration and execution of customer public cloud billing migrations to CDW. Maintain technical accreditations in line with catalogued services. Set up and complete scheduled tasks when required. Escalate and work with vendors when needed. Provide handovers to the following shift pattern Raise potential service issues with Problem and Incident Management. Recommend and deploy changes via the change management process when needed. Take part in shadowing activities and the facilitation of learning. Assist the Service Desk and Desk and 1st Line Engineers as required. Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. Provide technical assistance to the transition of new customers. 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. Essential 2-3 years of experience in a similar SLA-driven support role. Proven Customer service Skills Industry-recognised qualifications in relevant areas. Good level of knowledge/experience in the following technologies (Certification an advantage) Windows Server 2012/2016/2019/2022 Active Directory user and computer management File / Print Server management Microsoft Remote Desktop Services Microsoft365, including the following: Intune and Endpoint Management Teams Exchange on-line SharePoint on-line Entra ID Microsoft Defender Desirable Microsoft Azure knowledge AWS Knowledge SCCM knowledge VMWare knowledge Security Clearance (SC) or ability to obtain Experienced in ITIL best practices Essential Attributes Good communication skills, verbal and written. Ability to take ownership of and progress incidents to resolution or to identify when escalation is necessary Ability to work under pressure Able to work in a team and to support team members Communication and interpersonal skills include listening, building rapport, and establishing empathy whilst demonstrating awareness of internal and external issues. More about CDW and your career with us: At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn 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 in a rapidly evolving technology landscape. CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results. Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it? What we offer: Life Assurance Competitive Contributory Pension Private Medical Insurance Enhanced Maternity Pay 25 days holiday bank holidays Option to buy additional holiday Dental Insurance Season Ticket Loan additional perks 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.