2nd Line Engineer

CDW Limited; Cambridgeshire and Peterborough; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology solutions provider is seeking a 2nd Line Network Engineer to provide technical support for complex issues. This role includes investigating technical issues, collaborating with 3rd line support, and maintaining knowledge through training. Ideal candidates should have extensive experience in Cisco environments and a good understanding of Fortinet and Checkpoint products. The position offers full-time shifts, including nights, with a focus on maintaining operational excellence.

Qualifications

• Experience in a similar SLA-driven support role.
• Proven experience delivering projects and complex changes.
• Extensive knowledge working within a Cisco Switch / Router environment.

Responsibilities

• Investigate and resolve technical issues escalated from 1st line support.
• Provide technical assistance to transition of new customers.
• Provide remote support on a rota: 4 shifts nights 12hr shifts.

Skills

Experience in SLA-driven support role

Cisco Switch/Router environment

Fortinet

Checkpoint

Palo Alto

Cisco Meraki

HP Aruba

F5

Azure

AWS

Job description

Overview

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.

Responsibilities

• Investigate and resolve technical issues escalated from 1st line support.
• Diagnose incidents and provide end user technical solutions covering areas such as incident diagnostics, log monitoring, rule base auditing, device software upgrades, configuration backup/restoration, network configuration change management.
• Collaborate with 3rd line support to resolve critical issues.
• Maintain technical accreditations and scheduled tasks.
• Escalate and work with vendors when needed.
• Provide handovers for shift pattern.
• Raise potential service issues with Problem and Incident Management.
• Recommend and deploy changes via change management process.
• Shadowing activities and facilitation of learning.
• Assist the Service Desk and Desk and 1stLine Engineers as required.
• Proactively maintain and develop knowledge skills through client contact industry sources and formalised training and development plan.
• Provide technical assistance to transition of new customers.
• Provide remote support on a rota: 4 shifts nights 12hr shifts (between 8pm-8pm) 4 days off.

Shift Pattern

4 nights 12hr shifts (between 8pm-8pm) 4 days off.

Essential Knowledge

• 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 Fortinet, Checkpoint, Palo Alto, Cisco, Cisco Meraki, HP Aruba, F5, Azure and AWS.

Desirable Knowledge

• 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 and progress incidents to resolution or identify when escalation is necessary.
• Ability to work under pressure.
• Ability to work in a team and support team members.
• Communication and interpersonal skills include listening, building rapport and establishing empathy whilst demonstrating awareness of internal and external issues.

Employment Type

Full-Time.

EEO Statement

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.