2nd Line Engineer at CDW in Peterborough, England, GB

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

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.

CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together.

Job Summary

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.

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 – Nights – 12hr shifts (between 8pm – 8pm)

• 4 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 & Experience

Essential knowledge in the following areas:

• 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

Essential Attributes

• 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

More about CDW and your career with us:

At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW. Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape.

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.

Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?

What we offer:

Life Assurance

Competitive Contributory Pension

Private Medical Insurance

Enhanced Maternity Pay

25 days holiday + bank holidays

Option to buy additional holiday

Dental Insurance

Season Ticket Loan + additional perks

Who we are: CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

What you can expect from us: Culture, coworkers, careers. CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.