Advanced 2nd Line IT Support Engineer

CDW LLC.; Greater London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

CDW is seeking a 2nd Line Support in Greater London to provide advanced technical assistance to our customers, resolving complex incidents and working with 3rd line resolver teams. You will monitor, diagnose, upgrade device software, manage changes, and maintain accreditations, while collaborating across shifts during nights (12-hour) on a rota.

This role emphasizes ITIL-aligned processes, cloud familiarity (Azure/AWS), and a strong focus on delivering reliable, secure network and

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.
• Good level of knowledge/experience in Fortinet, Checkpoint, Palo Alto, Cisco, Cisco Meraki, HP Aruba, F5, Azure and AWS.

Responsibilities

• 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

Skills

SLA-driven support

2-3 years experience

Cisco Switch/Router

Azure

AWS

Tools

Cisco Switch/Router

Azure

AWS

Palo Alto

Fortinet

Job description

CDW is seeking a 2nd Line Support in Greater London to provide advanced technical assistance to our customers, resolving complex incidents and working with 3rd line resolver teams. You will monitor, diagnose, upgrade device software, manage changes, and maintain accreditations, while collaborating across shifts during nights (12-hour) on a rota.

This role emphasizes ITIL-aligned processes, cloud familiarity (Azure/AWS), and a strong focus on delivering reliable, secure network and