2nd Line IT Support Engineer - Cloud & Windows Pro

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

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