2nd Line Engineer

CDW; Manchester; On-site; GBP 32,000 - 52,000; Full time

Job summary

CDW is seeking a 2nd Line Support specialist to provide advanced technical assistance to customers, resolving complex issues and ensuring service continuity.

You will work with 3rd Line resolver teams, perform incident diagnostics, log monitoring, upgrades, and change management, while mentoring and handing over to the next shift.

This role requires 2-3 years in SLA-driven support, Cisco/Firewall experience, and ITIL familiarity; night shifts (12 hours) on a rotating schedule are included.

Qualifications

• 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.
• Desirable knowledge of Netscaler / F5 Load balancers and ITIL practices.

Responsibilities

• Investigate and resolve issues escalated from 1st line support.
• Monitor logs and perform incident diagnostics.
• Perform device software upgrades, patches and configuration changes.
• Collaborate with 3rd line support and vendors to resolve critical issues.
• Maintain and hand over knowledge to the next shift.

Skills

SLA-driven support

Cisco networking

Azure and AWS

ITIL fundamentals

Problem management

Tools

Fortinet

Checkpoint

Palo Alto

Cisco Meraki

HP Aruba

F5

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’re 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

CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances-not replaces-human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

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