Workspace Engineer

JOB SUMMARY

Workspace & Infrastructure Support Engineer: Deliver exceptional customer service while resolving technical issues and serving as the primary IT support presence for onsite coworkers.

WORK PATTERN

Monday to Friday, 09:00‑17:30. Office‑based role, no remote or hybrid work.

KEY RESPONSIBILITIES

• Provide onsite support to all coworkers, resolving high volumes of incidents/requests through our SSP and other inbound channels.
• Review workload priorities and complete tasks to a high standard, adhering to organisational policies.
• Administer the EUC support environment and deliver associated services to meet SLAs and KPIs.
• Maintain the client’s end‑user computing management service (SCCM) when necessary.
• Raise and update all “walk‑up” tickets in ServiceNow, ensuring compliance with ITSM best practice.
• Follow asset‑management procedures, keeping inventory and ServiceNow records current.
• Escalate tickets to appropriate resolver teams when needed.
• Maintain excellent communication throughout the ticket life cycle while using ServiceNow.
• Apply ITIL Service Management best practices and follow Service Desk policies.
• Collaborate with 2nd and 3rd tier resolver teams to expand technical knowledge and resolve complex issues.
• Document solutions in KB articles and contribute to the internal knowledge base.
• Push the latest virus definition updates to all end‑user devices and enforce anti‑virus policies.
• Process new hardware requests, order desktops and laptops via Service Track, install correct images/applications, and complete asset‑management tasks.
• Perform patch management of end‑user devices.
• Support project work assigned by the IT Support Manager.

TECHNICAL EXPERIENCE AND SKILLS

• Microsoft Office 365 support
• Remote support experience (remote tools)
• Support experience with Windows 10/11
• Desktop Encryption (BitLocker)
• JAMF & macOS
• Experience with Microsoft SCCM (desirable)
• Windows PowerShell knowledge and VBScript (desirable)
• Software/Application packaging experience (desirable)
• Azure AD, Intune – managing mobile devices (desirable)

PERSONAL ATTRIBUTES

• Can‑do attitude and proactive mindset, always delivering excellent customer service.
• Previous experience in an IT support environment.
• Strong communication skills, able to interact effectively with users at all levels.
• Prior experience in a similar role is advantageous but not essential.
• Familiarity with a Service Desk ticketing system.
• Willingness to work on‑site and cover other sites as needed.

DESIRABLE ACCREDITATION

• ITIL v3/4 Foundation
• CompTIA accreditation
• Microsoft accreditation

CDW is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without fear of discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law.

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