2nd Line Engineer

CO2007 CDW Limited; Manchester; On-site; GBP 32,000 - 42,000; Full time

Job summary

CDW is seeking a 2nd Line Support professional to resolve complex technical issues and work with 3rd line resolver teams. You will diagnose incidents, monitor logs, and implement changes across Cisco and related technologies.

From a business perspective, you will maintain technical accreditations, assist with new customer transitions, and provide remote support during a rotating 12-hour night shift from 8pm to 8am.

Qualifications

• 2-3 years in a similar SLA-driven support role.
• Experience delivering projects and complex changes.
• Knowledge of Cisco Switch/Router environments and related tech.

Responsibilities

• Investigate and resolve issues escalated from 1st line support.
• Provide end-user technical solutions across multiple platforms.
• Log monitoring, diagnostics, and advisory tasks.
• Coordinate with 3rd line support and vendors as needed.
• Maintain accreditations and contribute to knowledge base.
• Assist transition of new customers and provide remote support on a rotating night shift.

Skills

2-3 years exp

SLA driven

Cisco environment

ITIL familiarity

Tools

Fortinet

Checkpoint

Palo Alto

Cisco Meraki

F5

Azure

AWS

Job 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. As a 2nd Line Support, 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.

What will you do:

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.

What We Expect of You:

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

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities. As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen. 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. At CDW, we make technology work so people can do great things. We are a leading multi-brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.