3rd Line Engineer

CDW UK, Peterborough, England, United Kingdom

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Job Summary

As a third-line Technical Engineer, your primary responsibility is to provide advanced technical support and assistance to our customers or clients experiencing complex technical issues. This involves a thorough investigation and resolution of incidents that affect the supported platforms. Our monitoring toolset may detect these issues or report them through the Service Desk ticket logging process.

The role includes resolving technical incidents and helping to deliver complex projects. Your expertise offers insights and strategies for solution development and optimisation. We rely on your in-depth knowledge and experience in your chosen field to effectively influence and develop our services and teams.

What you will do

• Respond to incidents logged in the Incident Management system and provide end users with a technical solution.
• Provide a point of technical escalation and expertise.
• Resolve technical issues escalated from 2nd line support.
• Investigate and diagnose complex technical issues.
• Provide solutions to critical technical problems.
• Collaborate with other teams to resolve technical issues.
• Maintain technical accreditations in line with catalogued services.
• Recommend and deploy changes via the change management process when required.
• Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
• Work with consultants to better understand issues and solutions.
• Provide technical assistance to ongoing projects and the transition of new customers when required.
• Join the on-call rota and provide support out of hours.
• Escalate and work with vendors when required.Manage and complete scheduled tasks when required.
• Raise potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Managers.
• Escalate potential problem issues with Problem and Incident Management.

What we expect of you

• 3-5 years of experience in a similar SLA-driven support role.
• Proven experience delivering projects and complex changes.
• Proven capability in the following technologies (Certification is an advantage).
• Security Clearance (SC) or ability to obtain.
• Experienced in ITIL best practices.

Microsoft 365 Administration

• Exchange online, Teams, SharePoint, OneDrive administration
• Conditional Access
• Security and Compliance Policies
• Azure Entra ID and Identity Management
• AD Connect, ADFS, WAP, PTA, MFA
• Virtual Machines, VNET, EFS, Route 53
• Security Center
• Backup, ASR, ANF

AWS

• Identity Access Management (IAM)
• EC2, VPC, Storage Hub, Route 53
• Security Hub
• Backup, Elastic DR

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting

Equal Opportunity Employer

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.