Location
London

Hours
Shift pattern includes 4 night shifts of 12 hours each (between 8pm – 8am) followed by 4 days off

Salary
Negotiable

About the Role
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work to deliver for our customers. As a 2nd Line Engineer, your primary responsibility is to provide technical support and assistance for more complex technical issues escalated from 1st line support. You will work closely with 3rd Line resolver teams to investigate and resolve incidents affecting supported platforms, either detected by monitoring tools or reported via the Service Desk.

You will be responsible for incident diagnostics, log monitoring and analysis, rule base auditing, device software upgrades, configuration backup and restore, and network configuration change management. Collaboration with 3rd line support to resolve critical issues, escalation to vendors, and participation in change management processes are key aspects of this role. You will also provide handovers between shifts, assist the Service Desk and 1st Line Engineers, and support the transition of new customers.

This role requires proactive maintenance and development of your technical knowledge and skills through client contact, industry sources, and formal training. You will also participate in shadowing activities and facilitate learning within the team. The role involves providing remote support on a rota basis and contributing to raising potential service issues with Problem and Incident Management.

CDW is committed to being an AI-fluent organization, valuing curiosity, a learner’s mindset, and openness to evolving technology. We encourage a culture where AI enhances human creativity and decision-making, and we welcome candidates ready to explore and grow with us.

CDW is a Fortune 500 technology solutions provider dedicated to helping businesses, government, education, and healthcare organizations achieve what’s possible through technology. We foster a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next. Together, we Make Amazing Happen.

Experience
2-3 years in a similar SLA-driven support role with proven experience delivering projects and complex changes. Extensive knowledge working within a Cisco Switch/Router environment.

About you
Strong technical aptitude with a proactive approach to learning and problem-solving. Ability to work collaboratively with 3rd line teams and vendors. Willingness to work night shifts as part of a rota. Curiosity and openness to adopting AI tools and evolving technologies. Commitment to maintaining technical accreditations and following ITIL best practices.

Qualifications
Good level of knowledge/experience in technologies such as Fortinet, Checkpoint, Palo Alto, Cisco, Cisco Meraki, HP Aruba, F5, Azure, and AWS (certifications are an advantage). Desirable knowledge includes Netscaler/F5 Load balancers, HP Switching, Cisco Wireless, SD-WAN, DNAC, ISE, ACI, and Security Clearance (SC) or ability to obtain.