Workspace and Infrastructure Support Engineer

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.

Workspace & Infrastructure Support Engineer are not just about being excellent "IT Guru's" resolving technical issues. You will be the face of IT, delivering exceptional customer service everyday will be your main focus and mission.

What You Will Do

• Providing a local onsite presence supporting all our co-workers (resolving high volumes of Incidents/requests and other queries raised via our SSP and other inbound support channels (such as OS Images support, anti-virus alerts, application issues, break fix.)
• To review individual workloads and priorities to ensure prompt completion of assigned tasks to a high standard in accordance with organisational policies and guidance.
• Day to day administration of the EUC support environment and delivery of associated services to meet contractually agreed SLAs and KPIs.
• Basic administration and maintenance of the client's end user computing management service (SCCM) when necessary.
• Ensure all "walk up" tickets are raised in ServiceNow and all tickets are frequently updated complying to ITSM best practice.
• Adhering to the Asset Management procedures, keeping the estates inventory up to date and associated ServiceNow records.
• Escalating tickets to other resolver teams when necessary.
• Raising all tickets in our Service Desk ticket management tool (ServiceNow) ensuring co-workers are kept up to date displaying excellent communication skills throughout the ticket life cycle.
• Adhering to ITIL Service Management best practice and techniques whilst following Service Desk policies, procedures and guidelines.
• Working closely with 3rd Tier resolver teams developing your technical knowledge to help resolve more complex technical issues, escalating where necessary.
• Documenting fixes (KB Articles) and helping to develop our internal Knowledgebase.
• Ensure that latest virus definition updates are pushed out to all end user devices and that anti-virus policies are being adhered to.
• Process new hardware requests, placing orders for new desktops and laptops via Service Track tool ensuring that correct image/applications are installed on the devices and that all asset management tasks are completed.
• Patch Management of end user devices.
• Supporting project work when assigned tasks from the IT Support Manager.

What We Expect of You

Technical experience and skills:

• Microsoft Office 365 support.
• Remote support experience (remote support tools)
• Support experience of Windows 10/11
• Desktop Encryption (BitLocker)
• JAMF & MacOS
• Experience of Microsoft SCCM (desirable)
• Windows PowerShell knowledge and VBScript (desirable)
• Software / Application Packaging experience (desirable)
• Azure AD, Intune - Managing mobile devices (desirable)

Personal Attributes:

• A "can-do" attitude and proactive mindset approach to problem solving, always displaying excellent customer service.
• Previous experience of working in an IT support environment.
• Strong communication skills with an ability to interact effectively with users at all levels.
• Previous experience in a similar role is advantageous but not essential.
• Prior experience and familiarity with using a Service Desk ticketing system.
• Willingness to work on-site and cover other sites as/when necessary.

Desirable Accreditation:

• ITIL v3/4 Foundation.
• CompTIA accreditation.
• Microsoft accreditation.

CDW is committed to being an AI-fluent organization

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.