Hybrid 3rd Line Engineer

at CDW

• Job title: 3rd Line Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Azure, EC2
• Location requirements: Hybrid, Peterborough, United Kingdom

About the role

• Third-Line Technical Engineer at CDW responsible for resolving complex technical issues for clients. Utilizing in-depth knowledge in various technologies and collaborating with teams for optimal service.

Responsibilities

• 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.
• Resolving technical issues escalated from 2nd line support
• Investigating and diagnosing complex technical issues
• Providing solutions to critical technical problems
• Collaborating 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.

Requirements

• 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 on-line, Teams, SharePoint, OneDrive Administration
• Conditional Access Security and Compliance Policies
• Microsoft Endpoint Device Management
• Azure
• 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

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options