Onsite Engineer

Location: Virtual - GBR

Remote Type: Not Remote

Time Type: Full time

Job Description

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.

Job Summary

Respond to IT related Incidents and Service Requests, logging and resolving requests in order to minimise business impact, whilst providing excellent Customer Service. Please note this is a 12 Months FTC, based in Coalville.

Shift Pattern: Training is 0830-1700. Once trained, the shift pattern will be:

• Week 1 - 0600-1430 - Work from home
• Week 2 - 07:00-1530 - Work from home
• Weeks - 3/6 - 0830 - 1700  You can Work from home 2 days a week

What you will do

• Respond to incidents and service requests related to IT Services in line with SLA’s.
• Log all incoming incidents and service requests according to ITIL processes and local procedures.
• Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow)
• Provide a 1st line support service whilst making decisions on the best time to resolve the incident (over the phone or call back) depending on other calls waiting, time of the day etc.
• Escalating incidents within our Operational Level Agreements to ensure that Service Level Targets are met.
• Reporting incidents to 3rd party suppliers as required and monitoring their response, keeping the Service Desk Manager informed of delays to ensure that the company gets maximum benefits from the contracts in place
• Monitoring of systems
• User provisioning for Active Directory, Email, Enterprise One IT systems and others as required.
• General IT Administration

Contacts with Others:

Within the business:

• Line Managers and Directors
• End Users

Central services:

• CIO
• IT Management team
• IT Teams

Committees & meetings

• Service Desk Briefings
• IT Department Briefings

What we expect of you

• Excellent communication skills, able to communicate with the technical and non-technical employees / staff
• Proactive and self-motivated, able to stay calm and positive
• Understanding of IT systems, PC’s and Networks
• Customer Service Oriented with a good telephone manner
• Attention to detail and high accuracy of work
• Organisational skills and ability to prioritise demands of several customers at once.
• Work well under pressure
• Desktop Support (Windows 10 and onwards)
• Experience using Ghost imaging tools
• Experience of supporting mobiles tablets/smartphone iOS and Android and the
• Troubleshooting of network issues, understanding of WAN/LAN technologies
• Active Directory, creation of users, computer accounts and understanding of the hierarchy, users, groups, ou's etc
• Experience of setting up network printers and troubleshooting, ideally with follow me 
• printing technology.
• Software installations and troubleshooting
• Team player
• Professional & Punctual
• ITIL Foundation (desirable)
• COMPTIA A plus (desirable)
• Microsoft MTA (Optional)

Job Challenges:

• Managing the workload from the calls to the call logging system
• Supporting users (different abilities) with different needs
• Prioritising incoming calls and making decisions on what to fix first and when

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.