2nd Line Engineer

CDW; Peterborough; On-site; GBP 40,000 - 60,000; Full time

Job summary

CDW in Peterborough, UK is seeking a proactive 2nd Line Support Engineer to resolve complex technical issues escalated from 1st line and work with 3rd line resolver teams. You will follow defined processes, maintain technical accreditations, and support transitions for new customers, ensuring service quality.

The role requires 2-3 years SLA-driven support experience, strong customer service and communication skills, and solid knowledge of Windows Server, AD, Microsoft 365, and related

Qualifications

• 2-3 years of experience in a similar SLA-driven support role.
• Proven customer service skills and ability to communicate clearly.
• Industry-recognised qualifications in relevant areas.
• Good knowledge/experience with the listed technologies (Certification an advantage).
• Familiarity with Microsoft 365 stack (Intune, Endpoint Manager, Teams, Exchange Online, SharePoint Online, Entra ID, Defender).

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.
• Follow a detailed process for migration and execution of customer public cloud billing migrations to CDW.

Skills

Customer service

Communication skills

Teamwork

Ownership of incidents

Problem solving

Tools

Windows Server

Active Directory

Microsoft 365

Intune

Endpoint Management

Teams

Exchange Online

SharePoint Online

Entra ID

Microsoft Defender

Job description

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.

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.

What you will do

• 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.

What we expect of you

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.

CDW is committed to being an AI-fluent organization

We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

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.