2nd Line Engineer

DescriptionAt 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 6:00pm3 Days OffKEY 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 AssistanceLog Monitoring and AnalysisRule base Auditing and AdvisoryDevice Software Upgrades, Patches, and Bug FixesConfiguration Backup / RestoreRule base and Network Configuration Change ManagementCollaborating with 3rd line support to resolve critical issuesMaintain technical accreditations in line with catalogued servicesSet up and complete scheduled tasks when requiredEscalate and work with vendors when neededProvide handovers to the following shift patternRaise potential service issues with Problem and Incident ManagementRecommend and deploy changes via the change management process when neededTake part in shadowing activities and the facilitation of learningAssist the Service Desk and 1st Line Engineers as requiredProactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development planProvide technical assistance to the transition of new customersProvide remote support on a rota4 shifts – Weekend Day – 8:00am to 6:00pm3 Days OffThe 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 roleProven experience delivering projects and complex changesExtensive knowledge working within a Cisco Switch/Router environmentGood level of knowledge/experience in the following technologies (Certification an advantage): Fortinet, Checkpoint, Palo Alto, Cisco, Cisco Meraki, HP Aruba, F5, Azure and AWSDesirable knowledge in the following areas:Netscaler / F5 Load balancersHP SwitchingCisco Knowledge (Wireless, SD-WAN, DNAC, ISE, ACI) preferablySecurity Clearance (SC) or ability to obtainExperienced in ITIL best practicesWe 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 SandP 500 Index, CDW helps its customers 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 regard 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 ..... full job details .....