2nd Line IT Support Engineer – Night Shifts

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

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.