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
This role sits within the IT Services team and is responsible for delivering high-quality 2nd line support across a complex, business-critical technology estate.
This position plays a key role in ensuring system availability, operational stability, and effective incident resolution, while supporting core financial platforms, infrastructure, and end users.
It is a hands-on operational role with responsibility for:
- Managing incidents through to resolution
- Supporting critical systems and batch processes
- Monitoring system health and proactively identifying risks
- Contributing to continuous improvement of IT services
- The role operates on a shift rota, including out-of-hours support, to ensure continuous service availability. The shift rota operates between the hours of 7am and 7pm.
What you will do
- Service & Incident Management
- Provide 2nd line support across end user services, infrastructure, and business applications
- Ensure all incidents and service requests are accurately logged, categorised, and resolved within SLA
- Take ownership of incidents through to resolution, including investigation, escalation, and follow-up
- Proactively monitor alerts and act on critical system events to minimise business impact
- Operational & Production Support
- Perform daily operational checks and monitoring activities across production systems
- Support overnight batch processing, ensuring completion and timely issue resolution
- Monitor key platforms and services (e.g. infrastructure, financial systems, integrations)
- System Stability & Continuous Improvement
- Contribute to maintaining high availability of critical systems
- Identify and reduce recurring incidents through root cause analysis and improvements
- Support automation, monitoring enhancements, and performance optimization
- Maintain accurate documentation and contribute to the knowledge base (e.g. Scribe)
- Asset & Endpoint Management
- Support IT asset lifecycle management, including device builds (workstations, iPads/iPhones etc) and deployments.
- Collaboration & Communication
- Work closely with IT teams, business users, and external vendors
- Communicate clearly and effectively during incidents and operational issues
- Contribute to team knowledge-sharing and continuous improvement initiatives
What we expect of you
Degree qualified in a relevant discipline, or equivalent hands-on experience supported by industry-recognised certifications (e.g. Microsoft certifications). Understanding of ITIL processes (ITIL Foundation beneficial), strong practical experience in a 2nd line support environment is essential.
Strong knowledge of:
- Windows 10/11, Windows Server
- Active Directory, Azure
- Microsoft 365 / Office applications
Experience supporting:
- Desktop / laptop hardware and builds
- Mobile devices (iOS), and Android to a lesser degree
- Proven ability to manage incidents across their full lifecycle using a service desk ticketing system working towards SLA targets
- Basic networking knowledge (DNS, DHCP, TCP/IP etc.)
- Strong troubleshooting, analytical, and organisational skills
- Excellent communication skills with the ability to engage with technical and business users
- Ability to work in a shift-based / on-call support environment
Desirable
Experience in financial services or supporting business-critical systems
Exposure to:
- Virtualisation (VMware)
- Citrix / VPN remote access technologies
- Monitoring and alerting tools
- Market data systems (e.g. Bloomberg, Reuters)
- Change Management
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.
CDW London, England Office
One New Change, London, United Kingdom, EC4M 9AF
