Onsite Engineer

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada.
CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together.
Job Summary
The role of OnSite Engineer within CDW Field Service Engineering is to provide onsite services for BAU and various ad-hoc engagements. Deliver onsite services to a specific customer on one or multiple sites within the contract.
The OnSite Engineer will Provision on-site basic hardware support, PC and Laptop imaging, Helpdesk, Desktop support, VC Support, Printer support, Installations, move and changes, and 1st / 2nd line support.
Be eligible for Security Clearance and adhere to CDW policies.
Flexibility - Travel required
Key responsibilities
Management of personal call queue, ensuring calls are closed in a timely fashion.
Provide updates and ensure ongoing customer communication is maintained.
Escalation of calls to 3rd Line Team as necessary.
To work as part of a close-knit team of engineers.
Provide excellent customer service.
Work with other internal teams (Applications, Infrastructure).
Perform software builds/re-builds on PCs and laptops as required.
Fix hardware faults and install upgrades to client hardware.
Attend various sites from time to time to perform on-site work.
Be part of the on-call rota for out of hours support.
You will contribute to service desk incidents through to completion, recognising when escalation is required for the quickest resolution for the client. You will provide clients with continual and regular updates throughout the management of their incidents, whether assigned to you or a higher-level engineer. The role will require you to work effectively on the service desk systems, keeping all tickets fully updated in real time. Other responsibilities will involve performing on-site client visits as a representative of the company where necessary to resolve a technical incident.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Qualifications, Skills & Experience
Demonstrable skills and knowledge in relevant technology area
College, University or Professional certifications
Likely already holds one or more of:
CompTIA A+/N+
May have, or be studying towards, one or more of:
MCDST
ITIL Foundation v4
Essential Attributes
Previous experience in an on-site engineer role for professional blue-chip organisation.
Able to work on own initiative and carry out multiple assignments across departments.
Using ServiceNow for service management and escalations.
Able to quickly understand SEGRO Technology’s policies, processes, procedures, and compliance.
The ability to communicate effectively both verbally and written.
Experience of working in a Windows 10 and 11 environments.
Experience in Active Directory and Group Policy Management.
Experience in Microsoft 365 suite.
Experience in Microsoft Exchange On-Prem and Online.
Experience in PowerShell scripting
Experience in supporting Microsoft Teams including SharePoint Teams and Channels
Experience in supporting Microsoft Teams Meeting Rooms (Application and Hardware)
Experience using SolarWinds and networking monitoring tools
Advanced networking including branch office VPN’s, circuits, LAN, WAN.
Experience in Cisco Meraki.
Experience in Microsoft Intune including policy management, groups, test environments
Experience supporting business applications.
Strong prioritisation and practical problem-solving skills.
Approachable and able to successfully deliver an often-demanding personal workload under pressure whilst also supporting your team members.
Experience with mobile devices and device management tools such as Microsoft Intune. across a range of supported hardware.
Good understanding of networks and network fundamentals.
Good all-round understanding of hardware maintenance / break-fix.
More about CDW and your career with us:
At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW. Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape.
CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010.
We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.
Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits.
Will you be a part of it?
What we offer:
Life Assurance
Competitive Contributory Pension
Private Medical Insurance
Enhanced Maternity Pay
25 days holiday + bank holidays
Option to buy additional holiday
Dental Insurance
Season Ticket Loan + additional perks