3rd Line Engineer

CDW Limited; Cambridgeshire and Peterborough; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading technology company in the UK is seeking a third-line Technical Engineer to provide advanced technical support and assist with complex issues. The role involves investigating incidents, collaborating with teams, and managing technical escalations. Candidates should have 3-5 years of experience in SLA-driven support and proficiency in Microsoft 365, Azure, and AWS. The position offers opportunities for professional development and requires the ability to obtain Security Clearance.

Qualifications

• 3-5 years of experience in a similar SLA-driven support role.
• Proven experience delivering projects and complex changes.
• Proven capability with specified technologies; certification is an advantage.
• Ability to obtain Security Clearance (SC).

Responsibilities

• Respond to incidents logged in the Incident Management system.
• Provide a point of technical escalation and expertise.
• Resolve technical issues escalated from 2nd line support.
• Investigate and diagnose complex technical issues.
• Collaborate with other teams to resolve issues.

Skills

Microsoft 365 Administration

Azure

AWS

ITIL best practices

Job description

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.

What you will do

• 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.

Technical Skills and Technologies

• Microsoft 365 Administration: Exchange, Teams, SharePoint, OneDrive, Conditional Access, Security & Compliance Policies, Microsoft Endpoint Device Management.
• Azure: Entra ID, AD Connect, ADFS, WAP, PTA, MFA, Virtual Machines, VNET, EFS, Route 53, Security Center, Backup, ASR, ANF.
• AWS: IAM, EC2, VPC, Storage Hub, Route 53, Security Hub, Backup, Elastic DR.

Requirements

• 3‑5 years of experience in a similar SLA‑driven support role.
• Proven experience delivering projects and complex changes.
• Proven capability with the specified technologies (certification is an advantage).
• Security Clearance (SC) or ability to obtain.
• Experience in ITIL best practices.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard 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.