Position Overview
Job Overview
CDW’s Technical Support Specialist provides second‑level client support across Network, Information, and Endpoint Security disciplines, ensuring high‑quality service and continual technical expertise development.
What You Will Do
- 24x7 Support (60%) – monitor and resolve support requests, perform deep operating‑system analysis, handle cyber incidents, system crashes, bug fixes, troubleshooting, packet captures, configurations, backup restores, and appliance/network/infrastructure repairs. Escalate unresolved issues to senior team members.
- Service Delivery Improvement (20%) – mentor less‑senior staff, develop SOPs and knowledge‑base articles, and apply CDW methodologies and tools to troubleshoot client requests.
- Professional Development (20%) – attend training sessions, shadowing activities, and obtain industry‑related certifications as directed by the manager.
Responsibilities