At a Glance
- Tasks: Provide technical support and resolve advanced issues for customers.
- Company: Join CDW, a Fortune 500 tech solutions provider with a collaborative culture.
- Benefits: Enjoy competitive salary, health benefits, and opportunities for professional growth.
- Other info: Embrace AI technology and thrive in a dynamic, supportive environment.
- Why this job: Make a real impact by solving complex challenges and supporting customers.
- Qualifications: 2-3 years in a similar support role and strong customer service skills required.
The predicted salary is between 36000 - 44000 £ per year.
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.
As a 2nd Line Support Engineer, your primary responsibility is to provide technical support and assistance to customers experiencing technical issues.
You will often be the go‑to person for resolving advanced technical challenges that require a high level of knowledge and expertise.
In addition to providing direct support, you will also follow processes and perform administrative functions.
This includes working closely with the 3rd Line resolver teams to investigate incidents affecting the supported platforms, whether detected by our monitoring toolset or reported through the Service Desk ticket logging process.
A solid theoretical knowledge base is crucial for a 2nd Line Engineer, as it enables you to troubleshoot and resolve issues effectively, ensuring the smooth operation of our systems and maintaining a high level of service for our customers.
What you will do
- Investigating and resolving technical issues escalated from 1st line support and providing end users with a technical solution.
- Collaborating with 3rd line support to resolve critical issues
- Required to follow a detailed process for the migration and execution of customer public cloud billing migrations to CDW.
- Maintain technical accreditations in line with catalogued services.
- Set up and complete scheduled tasks when required.
- Escalate and work with vendors when needed.
- Provide handovers to the following shift pattern
- Raise potential service issues with Problem and Incident Management.
- Recommend and deploy changes via the change management process when needed.
- Take part in shadowing activities and the facilitation of learning.
- Assist the Service Desk and Desk and 1st Line Engineers as required.
- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
- Provide technical assistance to the transition of new customers.
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.
What we expect of you
Essential
- 2-3 years of experience in a similar SLA-driven support role.
- Proven Customer service Skills
- Industry-recognised qualifications in relevant areas.
- Good level of knowledge/experience in the following technologies (Certification an advantage)
- Active Directory user and computer management
- File / Print Server management
- Microsoft Remote Desktop Services
• Microsoft365, including the following
- Intune and Endpoint Management
- Teams
- Exchange on-line
- Share Point on-line
- Entra ID
- Microsoft Defender
Desirable
- Microsoft Azure knowledge
- AWS Knowledge
- SCCM knowledge
- VMWare knowledge
- Security Clearance (SC) or ability to obtain
- Experienced in ITIL best practices
Essential Attributes
- Good communication skills, verbal and written.
- Ability to take ownership of and progress incidents to resolution or to identify when escalation is necessary
- Ability to work under pressure
- Able to work in a team and to support team members
- Communication and interpersonal skills include listening, building rapport, and establishing empathy whilst demonstrating awareness of internal and external issues.
- CDW is committed to being an AI-fluent organization
We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools.
We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI.
Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making.
You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.
Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants.
During our application process, our goal is to understand your experience, strengths, skills, and qualifications.
As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating.
We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible.
We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology.
What makes CDW different isn’t just what we do—it’s how we do it.
At CDW we act as one—building trust, speaking candidly, and working together to achieve more.
We play to win—focusing on what matters most and delivering for our customers.
And we think forward—staying curious, moving fast, and continuously learning.
We believe meaningful work happens when people feel supported, heard, and empowered to contribute.
That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.
As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes.
When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.
Together, we deliver the full promise of what technology can do.
Together, we Make Amazing Happen.
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.
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2nd Line Engineer in Peterborough employer: CDW group
At CDW, we pride ourselves on fostering a collaborative and inclusive work culture where every coworker is valued and empowered to make a difference. As a Senior Solution Architect in Secure Networks, you'll have the opportunity to engage with cutting-edge technology while driving impactful solutions for our customers. With a strong commitment to employee growth and a focus on innovation, CDW offers a dynamic environment that encourages continuous learning and professional development, making it an exceptional place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Engineer in Peterborough
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what CDW group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges CDW group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at CDW group!
✨Direct Apply to CDW group
Let's not forget to apply directly through the CDW group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Engineer in Peterborough
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at CDW group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at CDW group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at CDW group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
