Onsite IT Support Engineer - 2nd Line, Shift

CDW group; Greater London; Hybrid; GBP 35,000 - 52,000; Full time

Job summary

CDW in London is seeking an experienced IT Services professional to deliver high-quality 2nd line support across a complex technology estate. You will help ensure system availability, operational stability, and rapid incident resolution while supporting core financial platforms and end users.

This hands-on role involves managing incidents, performing operational checks, monitoring production systems, and contributing to continuous improvement.

Qualifications

• Degree qualified in a relevant discipline, or equivalent hands‑on experience supported by industry‑recognised certifications (e.g. Microsoft certifications).
• Understanding of ITIL processes (ITIL Foundation beneficial), strong practical experience in a 2nd line support environment is essential.

Responsibilities

• Provide 2nd line support across end user services, infrastructure, and business applications.
• Ensure incidents and service requests are logged, categorised, and resolved within SLA.
• Take ownership of incidents through to resolution, including investigation, escalation, and follow-up.
• Proactively monitor alerts and act on critical system events to minimise business impact.
• Perform daily operational checks and monitoring activities across production systems.
• Support overnight batch processing, ensuring completion and timely issue resolution.
• Monitor key platforms and services (e.g. infrastructure, financial systems, integrations).
• Collaborate with IT teams, business users, and external vendors; communicate clearly during incidents.

Skills

Windows 10/11

Windows Server

Active Directory

Azure

Microsoft 365

Education

IT-related degree or certifications

Tools

Ticketing system

Job description

CDW in London is seeking an experienced IT Services professional to deliver high-quality 2nd line support across a complex technology estate. You will help ensure system availability, operational stability, and rapid incident resolution while supporting core financial platforms and end users.

This hands-on role involves managing incidents, performing operational checks, monitoring production systems, and contributing to continuous improvement.