3rd Line Engineer

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

Job summary

A leading IT solutions provider in Cambridgeshire is seeking a skilled third-line Technical Engineer to deliver advanced technical support. The role involves investigating complex technical issues, collaborating with teams, and managing incidents through the Incident Management system. Candidates should have 3-5 years of relevant experience and a comprehensive understanding of Microsoft 365 and Azure technologies. Join a supportive workforce committed to delivering exceptional customer service and contributing to team success.

Qualifications

• 3-5 years of experience in a similar SLA-driven support role.
• Proven experience delivering projects and complex changes.
• Proven capability in various technologies, certifications are an advantage.

Responsibilities

• Respond to incidents logged in the Incident Management system.
• Provide technical escalation and expertise.
• Investigate and diagnose complex technical issues.
• Provide solutions to critical technical problems.
• Work with consultants to understand issues and solutions.

Skills

Technical support

Incident Management

Microsoft 365 Administration

Azure services

ITIL best practices

Backup and disaster recovery

Security Clearance (SC)

Tools

Microsoft Endpoint Device Management

AWS

Security Center

Job description

Overview

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.

Responsibilities

• 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.
• Resolve technical issues escalated from 2nd line support.
• Investigate and diagnose complex technical issues.
• Provide solutions to critical technical problems.
• Collaborate with other teams to resolve technical issues.
• 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.
• Microsoft 365 Administration: Exchange Online, 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.
• 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 is an advantage).
• Security Clearance (SC) or ability to obtain.
• Experienced in ITIL best practices.

About CDW

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., 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.