2nd Line Engineer: Complex Network & Security Support

CDW; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

CDW is looking for a 2nd Line Support specialist in Greater London to provide complex technical assistance to customers, working nights on a 12-hour shift pattern. You will collaborate with 3rd line resolver teams and contribute to incident management and service quality.

Your role includes diagnostics, log analysis, device upgrades, and change management, with frequent vendor liaison. A background in Cisco, Fortinet, Palo Alto, and cloud platforms like Azure and AWS is highly valued.

Qualifications

• 2-3 years of experience in SLA-driven support.
• Proven project delivery experience.
• Extensive knowledge of Cisco switches/routers.
• Experience with firewall technologies (Fortinet, Check Point, Palo Alto).
• Experience with Cisco Meraki, HP Aruba, F5, and cloud platforms (Azure, AWS).

Responsibilities

• Investigate and resolve incidents escalated from 1st line.
• Monitor logs and perform diagnostics.
• Assist with device software upgrades and patches.
• Manage backups and configuration changes.
• Collaborate with 3rd line to resolve critical issues.
• Maintain accreditations and perform scheduled tasks.
• Escalate to vendors as needed.
• Provide handovers to the following shift.
• Support the transition of new customers remotely during the rota.
• Engage in knowledge sharing and learning activities.

Skills

SLA-driven support

Incident resolution

Vendor coordination

Tools

Cisco

Fortinet

Check Point

Palo Alto

Cisco Meraki

HP Aruba

F5

Azure

AWS

Job description

CDW is looking for a 2nd Line Support specialist in Greater London to provide complex technical assistance to customers, working nights on a 12-hour shift pattern. You will collaborate with 3rd line resolver teams and contribute to incident management and service quality.

Your role includes diagnostics, log analysis, device upgrades, and change management, with frequent vendor liaison. A background in Cisco, Fortinet, Palo Alto, and cloud platforms like Azure and AWS is highly valued.