Location
London

Hours
Full Time

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. We are coworkers, not just employees, who support one another and our clients. As a 2nd Line Network Engineer, your primary responsibility is to provide technical support and assistance to customers experiencing complex technical issues. You will work alongside 3rd Line resolver teams to investigate and resolve incidents affecting supported platforms, either detected by monitoring tools or reported through the Service Desk ticketing process.

Your key duties will include investigating and resolving technical issues escalated from 1st line support, covering areas such as incident diagnostics, log monitoring and analysis, rule base auditing, device software upgrades, configuration backup and restore, and network configuration change management. You will collaborate with 3rd line support to resolve critical issues, maintain technical accreditations, complete scheduled tasks, escalate issues to vendors, provide shift handovers, and raise potential service issues with Problem and Incident Management. Additionally, you will recommend and deploy changes via the change management process, assist the Service Desk and 1st Line Engineers, and provide remote support.

CDW values curiosity, a learner’s mindset, and a willingness to engage with evolving technology and AI tools. We foster a culture where AI enhances human creativity and decision-making. You will be encouraged to explore, adapt, and grow as we integrate AI responsibly into our work. CDW is committed to an equitable, transparent, and respectful hiring process, welcoming candidates who embrace innovation and continuous learning.

About Us
CDW is a Fortune 500 technology solutions provider serving businesses, government, education, and healthcare organizations. We build trust, speak candidly, and work together to achieve more. We focus on what matters most and deliver real impact for our customers and communities. Joining CDW means becoming part of 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
Experience in a similar SLA-driven support role is required. Proven experience delivering projects and complex changes is essential. Extensive knowledge working within a Cisco Switch/Router environment is expected. Good level of knowledge or experience with Fortinet, Checkpoint, Palo Alto, Cisco Meraki, HP Aruba, F5, Azure, and AWS technologies is required. Experience with ITIL best practices is desirable.

About you
You should have good verbal and written communication skills, the ability to take ownership of incidents and progress them to resolution or escalate when necessary, and the ability to work effectively under pressure and within a team. Strong interpersonal skills including listening, building rapport, and demonstrating empathy are important. A curious mindset and willingness to engage with evolving technology and AI are highly valued.

Qualifications
Certifications in relevant technologies are an advantage. Desirable knowledge includes Netscaler/F5 Load balancers, HP Switching, Cisco Wireless, SD-WAN, DNAC, ISE, ACI, and Security Clearance (SC) or the ability to obtain it. Maintaining technical accreditations aligned with catalogued services is expected.