Job Description

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

As a 2nd Line Support 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.



In addition to providing direct support, you will also follow processes and perform administrative functions. This includes working closely with the 3rd Line resolver teams to investigate incidents affecting the supported platforms, whether detected by our monitoring toolset or reported through the Service Desk ticket logging process.



A solid theoretical knowledge base is crucial for a 2nd Line Engineer, as it enables you to troubleshoot and resolve issues effectively, ensuring the smooth operation of our systems and maintaining a high level of service for our customers.

SHIFT PATTERN

4 shifts - Weekend Day - 8:00am to 6:00pm



3 Days - Off

KEY RESPONSIBILITIES

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.

QUALIFICATIONS, SKILLS AND EXPERIENCE

Essential knowledge in the following areas:

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


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

We make technology work so people can do great things.

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.