Second-Line IT Support Engineer – Cloud & Windows

CDW group

Peterborough

Hybrid

GBP 32,000 - 42,000

Full time

14 days+

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Job summary

CDW is seeking a 2nd Line Support Engineer in the United Kingdom to resolve complex technical issues escalated from 1st line. You will work with 3rd line teams, follow defined processes for cloud migrations, and maintain technical accreditations while ensuring high service levels.

The role requires 2–3 years in SLA-driven support, strong customer service, and Experience with Windows Server, AD, and MS365 suite. On-site work and collaboration with colleagues across teams are essential.

Qualifications

2-3 years of experience in a SLA-driven support role.
Proven Customer service Skills
Industry-recognised qualifications in relevant areas.
Good knowledge/experience in Windows Server family and MS365 technologies (certifications are a plus)

Responsibilities

Investigating and resolving technical issues escalated from 1st line support and providing end users with a technical solution.
Collaborating with 3rd line support to resolve critical issues.
Follow detailed process for migration and execution of customer public cloud billing migrations to CDW.
Maintain technical accreditations in line with catalogued services.
Set up and complete scheduled tasks when required.
Escalate and work with vendors when needed.
Provide handovers to the following shift pattern.
Raise potential service issues with Problem and Incident Management.
Recommend and deploy changes via the change management process when needed.
Participate in shadowing activities and learning facilitation.
Assist the Service Desk and 1st Line Engineers as required.
Proactively maintain and develop knowledge, skills and experience through client contact and training.
Provide technical assistance to the transition of new customers.