2nd line Network Engineer

2nd line Network Engineer

CDW UK
, Peterborough, England, United Kingdom

Job Summary:

As a 2nd Line Network Engineer, your primary responsibility is to provide technical support and assistance to customers experiencing technical issues. You will often be the go-to person for resolving advanced technical challenges that require a high level of knowledge and expertise.

Shifts:

4 shifts On – Fri to Monday, including weekends – 8:00am to 6:00pm; 3 Days Off – Tues to Thurs.

• 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 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 – Weekend Day – 8:00am to 6:00pm
• 3 Days - Off

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

• 2-3 years of 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
• Cisco
• HP Aruba
• F5
• Azure and AWS

• HP Switching
• Security Clearance (SC) or ability to obtain
• Experienced in ITIL best practices

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.

Mid-Senior level

Full-time

Information Technology

IT Services and IT Consulting