2nd Line Engineer

About CDW

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers with headquarters across the United States, United Kingdom and Canada.

As a 2nd Line Network Engineer your primary responsibility is to provide technical support and assistance to customers or clients who are experiencing more complex technical issues. Work alongside the 3rd line resolver teams to investigate and resolve incidents affecting the supported platforms either due to detection by the monitoring toolset or upon notification of a fault through the Service Desk ticket logging process.

• Investigating and resolving technical issues escalated from 1st line support and providing end users with a technical solution covering some of the below areas:
• Incident Diagnostics and Assistance
• Log Monitoring and Analysis
• Rule base Auditing and Advisory
• Device Software Upgrades, Patches and Bug Fixes
• Configuration Backup / Restore
• Rule base and Network Configuration Change Management
• Collaborating with 3rd line support to resolve critical issues
• 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 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
• Provide remote support on a rota: 4 shifts Nights 12hr shifts (between 8pm 8pm)

• Experience in a similar SLA-driven support role
• Proven experience delivering projects and complex changes
• Extensive knowledge working within a Cisco Switch / Router environment
• Good level of knowledge / experience in the following technologies (Certification an advantage):
  Fortinet, Checkpoint, Palo Alto, Cisco, Cisco Meraki, HP Aruba, F5, Azure and AWS
• Desirable knowledge in the following areas:
  Netscaler / F5 Load balancers, HP Switching, Cisco Knowledge (Wireless, SD-WAN, DNAC, ISE, ACI) preferably
• Security Clearance (SC) or ability to obtain
• Experienced in ITIL best practices

• 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
• Ability 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

• Life Assurance
• Competitive Contributory Pension
• Private Medical Insurance
• Enhanced Maternity Pay
• 25 days holiday and bank holidays
• Option to buy additional holiday
• Dental Insurance
• Season Ticket Loan and additional perks

CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion / belief, sex, sexual orientation, veteran status or any other basis that is prohibited by local employment law including those protected by the UK Equality Act 2010.

We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation and business results.