Workspace & Infrastructure Support Engineer

CDW Limited; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading IT services company in Manchester seeks a Workspace & Infrastructure Support Engineer to resolve technical issues and deliver exceptional customer service. This full-time position involves support, administration, and maintenance of end-user computing services. The ideal candidate will have experience in IT support and a proactive approach to problem-solving. Competitive salary and growth opportunities offered.

Qualifications

• Previous experience of working in an IT support environment.
• Strong communication skills to interact effectively with users.
• Willingness to work on-site and cover other sites when necessary.

Responsibilities

• Deliver exceptional customer service by resolving technical issues.
• Administer the EUC support environment and ensure timely task completion.
• Document fixes and contribute to the internal Knowledgebase.

Skills

Microsoft Office 365 support

Remote support experience

Support experience of Windows 10 / 11

Desktop Encryption (BitLocker)

JAMF & MacOS

Microsoft SCCM

Windows PowerShell knowledge

Software / Application Packaging

Azure AD Intune

Education

ITIL v3 / 4 Foundation

CompTIA accreditation

Tools

ServiceNow

SCCM

Job description

Workspace & Infrastructure Support Engineer

Workspace & Infrastructure Support Engineer are not just about being excellent IT Gurus resolving technical issues. You will be the face of IT delivering exceptional customer service everyday will be your main focus and mission!, Providing a local onsite presence supporting all our co‑workers (resolving high volumes of Incidents / requests and other queries raised via our SSP and other inbound support channels such as OS Images support anti‑virus alerts application issues break fix.)

• To review individual workloads and priorities to ensure prompt completion of assigned tasks to a high standard in accordance with organisational policies and guidance.
• Day to day administration of the EUC support environment and delivery of associated services to meet contractually agreed SLAs and KPIs.
• Basic administration and maintenance of the clients end user computing management service (SCCM) when necessary.
• Ensure all walk up tickets are raised in ServiceNow and all tickets are frequently updated complying to ITSM best practice.
• Adhering to the Asset Management procedures keeping the estates inventory up to date and associated ServiceNow records.
• Escalating tickets to other resolver teams when necessary.
• Raising all tickets in our Service Desk ticket management tool (ServiceNow) ensuring co‑workers are kept up to date displaying excellent communication skills throughout the ticket life cycle.
• Adhering to ITIL Service Management best practice and techniques whilst following Service Desk policies procedures and guidelines.
• Working closely with 2nd and 3rd Tier resolver teams developing your technical knowledge to help resolve more complex technical issues escalating where necessary.
• Documenting fixes (KB Articles) and helping to develop our internal Knowledgebase.
• Ensure that latest virus definition updates are pushed out to all end user devices and that anti‑virus policies are being adhered to.
• Process new hardware requests placing orders for new desktops and laptops via Service Track tool ensuring that correct image / applications are installed on the devices and that all asset management tasks are completed.
• Patch Management of end user devices.
• Supporting project work when assigned tasks from the IT Support Manager.

Technical experience and skills

• Microsoft Office 365 support
• Remote support experience (remote support tools)
• Support experience of Windows 10 / 11
• Desktop Encryption (BitLocker)
• JAMF & MacOS
• Experience of Microsoft SCCM (desirable)
• Windows PowerShell knowledge and VBScript (desirable)
• Software / Application Packaging experience (desirable)
• Azure AD Intune Managing mobile devices (desirable)

Personal Attributes

• A can‑do attitude and proactive mindset approach to problem solving always displaying excellent customer service.
• Previous experience of working in an IT support environment
• Strong communication skills with an ability to interact effectively with users at all levels.
• Previous experience in a similar role is advantageous but not essential.
• Prior experience and familiarity with using a Service Desk ticketing system.
• Willingness to work on‑site and cover other sites as / when necessary.

Desirable Accreditation

• ITIL v3 / 4 Foundation
• CompTIA accreditation
• Microsoft accreditation, Active Directory, VMware, Cloud, Windows, Infrastructure, Linux, Troubleshoot, Desktop, PC, Backup, laptops, Problem Resolution, Setup, hardware, Technical Support

Employment Type: Full‑Time

At CDW we make it happen together. Trust connection and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.