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.
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:
We encourage candidates from all walks of life to apply and join us in our mission of c
Benefits
Health insuranceRemote work options
Additional Information
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.
Cdw · Peterborough -, UK