Network & Security Incident Engineer (2nd Line)

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

Job summary

CDW is seeking a 2nd Line Support specialist in the United Kingdom to provide advanced technical assistance across Cisco, Fortinet, Palo Alto, and cloud platforms. You will work nights on a 12-hour shift cycle, supporting 4 nights on, 4 days off, and collaborate with 3rd line teams to resolve complex incidents.

The role emphasizes SLA-driven service, continuous learning, and hands-on experience with networking equipment and security technologies.

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.
• Certification an advantage

Responsibilities

• Investigate and resolve issues escalated from 1st line support.
• Provide end-user diagnostics and solutions across network and security platforms.
• Collaborate with 3rd line teams to resolve critical incidents.
• Maintain and update knowledge bases and accreditations.
• Assist with transition of new customers and remote support on a rota.

Skills

Cisco Switch/Router

Fortinet

Checkpoint

Palo Alto

Cisco

Cisco Meraki

HP Aruba

F5

Azure

AWS

Tools

Cisco Switch/Router

Job description

CDW is seeking a 2nd Line Support specialist in the United Kingdom to provide advanced technical assistance across Cisco, Fortinet, Palo Alto, and cloud platforms. You will work nights on a 12-hour shift cycle, supporting 4 nights on, 4 days off, and collaborate with 3rd line teams to resolve complex incidents.

The role emphasizes SLA-driven service, continuous learning, and hands-on experience with networking equipment and security technologies.