Onsite IT Operations Engineer (2nd Line)

CO2007 CDW Limited; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

CDW is hiring for a 2nd line IT Services role focused on delivering high-quality support across a complex technology estate. The role requires incident ownership, monitoring, and collaboration with IT teams to ensure availability and stability.

It includes shift-based coverage between 7am and 7pm to maintain continuous service. The ideal candidate will have ITIL familiarity, Windows and Azure expertise, and strong communication skills to interact with technical and business users.

Qualifications

• Degree or hands-on experience in IT/Tech support.
• Experience in a 2nd line support environment.
• Familiarity with ITIL processes is beneficial.

Responsibilities

• Provide 2nd line support across end-user services, infrastructure and apps.
• Log, categorize and resolve incidents within SLA.
• Proactively monitor alerts and manage escalations.
• Support overnight batch processing and critical systems.

Skills

Windows 10/11

Windows Server

Active Directory

Azure / M365

ITIL framework

Incident management

SLA adherence

Strong communication

Education

Bachelor's degree or equivalent in IT

Tools

Scribe / ticketing system

Monitoring tools

Citrix / VPN

Job description

CDW is hiring for a 2nd line IT Services role focused on delivering high-quality support across a complex technology estate. The role requires incident ownership, monitoring, and collaboration with IT teams to ensure availability and stability.

It includes shift-based coverage between 7am and 7pm to maintain continuous service. The ideal candidate will have ITIL familiarity, Windows and Azure expertise, and strong communication skills to interact with technical and business users.