2nd Line Network & Security Support 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

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.