Job Title
Workplace Infrastructure Support Engineer
Office Location
Manchester, United Kingdom
Job Summary
CDW UK Manchester, United Kingdom
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.
We make technology work so people can do great things.
Key Responsibilities
- 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 client’s 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.
Qualifications, Skills and Experience
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)
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.
- ITIL v3/4 Foundation
- CompTIA accreditation
- Microsoft accreditation
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards 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.
Job Details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Information Technology
- Industries: IT Services and IT Consulting
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