Onsite IT Engineer: 2nd Line Support & Production Ops

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

Job summary

CDW is seeking a 2nd line IT Services specialist to deliver high-quality support across a complex technology estate. You will ensure system availability, operational stability, and timely incident resolution while backing critical financial platforms and end users.

The role involves shift-based coverage, including out-of-hours where required, to sustain continuous service. Ideal candidates hold a relevant degree (or equivalent) with ITIL knowledge and strong Windows, AD, Azure, and Microsoft 365

Qualifications

• Degree or equivalent hands-on experience is essential.
• ITIL Foundation beneficial for service management practices.
• Experience in a 2nd line support environment is required.

Responsibilities

• Manage incidents from detection through resolution.
• Provide service and production support across production systems.
• Monitor alerts and system events to minimize business impact.
• Contribute to documentation and knowledge base improvements.
• Collaborate with IT teams, users, and vendors during incidents.

Skills

2nd line support

Incident management

Troubleshooting

Communication

Shift-based support

Education

Degree or equivalent hands-on experience

ITIL Foundation beneficial

Tools

VMware

Citrix

VPN

Ticketing system

Job description

CDW is seeking a 2nd line IT Services specialist to deliver high-quality support across a complex technology estate. You will ensure system availability, operational stability, and timely incident resolution while backing critical financial platforms and end users.

The role involves shift-based coverage, including out-of-hours where required, to sustain continuous service. Ideal candidates hold a relevant degree (or equivalent) with ITIL knowledge and strong Windows, AD, Azure, and Microsoft 365