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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve incidents to keep our customers happy.
- Company: Join CDW, a leading tech solutions provider with a supportive culture.
- Benefits: Flexible work-from-home options, competitive salary, and professional growth opportunities.
- Why this job: Make a real difference by helping users navigate their IT challenges every day.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Dynamic team environment with opportunities for career advancement.
The predicted salary is between 30000 - 42000 £ 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.
Job Title
Onsite Engineer / Service Desk Analyst
Location
Coalville
Contract
12 Months FTC
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
Job Purpose
Respond to IT related Incidents and Service Requests, logging and resolving requests in order to minimise business impact, whilst providing excellent Customer Service
Principal accountabilities
- 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
Knowledge, skills and experience required for the job
- 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
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.
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Onsite Engineer employer: CDW LLC.
Contact Detail:
CDW LLC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onsite Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at CDW on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Onsite Engineer role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by brushing up on your IT knowledge and customer service skills. Think of real-life examples where you've solved problems or helped customers. This will show that you’re not just technically savvy but also a great team player.
✨Tip Number 3
Don’t forget to showcase your soft skills! CDW values communication and teamwork, so be ready to discuss how you’ve worked with others in the past. Highlighting your ability to stay calm under pressure will definitely impress them.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the CDW team. Don’t miss out on this opportunity!
We think you need these skills to ace Onsite Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Onsite Engineer role. Highlight your IT support experience, especially with customer service and technical troubleshooting, to show us you’re the right fit.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about IT support and how your proactive attitude can contribute to our team. Keep it concise but engaging!
Showcase Your Communication Skills: Since this role involves interacting with both technical and non-technical staff, make sure your application demonstrates your excellent communication skills. We want to see how you can connect with different audiences!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at CDW LLC.
✨Know Your IT Stuff
Make sure you brush up on your knowledge of IT systems, especially Windows 10, Active Directory, and network troubleshooting. Be ready to discuss your experience with these technologies and how you've used them in past roles.
✨Show Off Your Customer Service Skills
Since the role is all about providing excellent customer service, think of examples where you've gone above and beyond for a customer. Prepare to share specific situations where your communication skills made a difference.
✨Practice Problem-Solving Scenarios
Expect to be asked how you would handle certain IT incidents or service requests. Practise articulating your thought process clearly, showing how you prioritise tasks and make decisions under pressure.
✨Be Ready for Teamwork Questions
CDW values collaboration, so prepare to discuss how you work within a team. Think of examples where you've successfully collaborated with colleagues or supported others, highlighting your ability to be a team player.
