Location
London

Hours
Out of Hours (OOH) Remote Support on a rota:
4 shifts – Nights – 12 hour shifts (between 8pm – 8am)
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. We are coworkers, not just employees, who support each other and our clients. As a 2nd Line Engineer, your primary responsibility is to provide technical support and assistance for 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 through the Service Desk ticketing process.

Your duties will include incident diagnostics, log monitoring and analysis, rule base auditing, device software upgrades, configuration backup and restore, network configuration change management, and collaborating with 3rd line support to resolve critical issues. You will also maintain technical accreditations, escalate issues to vendors when necessary, provide shift handovers, raise potential service issues, recommend and deploy changes via change management, and assist the Service Desk and 1st Line Engineers.

Continuous learning and knowledge development are encouraged through client contact, industry sources, formal training, and development plans. You will also provide technical assistance during the transition of new customers.

This role requires flexibility and adaptability as duties may evolve with business needs. CDW is committed to fostering a culture that embraces AI as a partner in enhancing creativity and decision-making, encouraging curiosity and a learner’s mindset.

CDW is a Fortune 500 technology solutions provider dedicated to helping businesses, government, education, and healthcare organizations achieve their goals through technology. We value trust, collaboration, and continuous learning, and we strive to create an environment where coworkers feel supported, heard, and empowered to contribute. Together, we Make Amazing Happen.

Experience
- 2-3 years in a similar SLA-driven support role
- Proven experience delivering projects and complex changes
- Extensive knowledge of Cisco Switch/Router environments
- Experience with Fortinet, Checkpoint, Palo Alto, Cisco Meraki, HP Aruba, F5, Azure, and AWS is highly desirable

About You
- Strong technical troubleshooting and problem-solving skills
- Ability to work collaboratively with 3rd line support and vendors
- Willingness to engage with evolving technologies and AI tools
- Adaptable and proactive in maintaining and developing technical knowledge
- Commitment to delivering excellent customer service and support

Qualifications
- Relevant certifications in Cisco, Fortinet, Checkpoint, Palo Alto, or related technologies are an advantage
- Knowledge of Netscaler/F5 Load Balancers, HP Switching, Cisco Wireless, SD-WAN, DNAC, ISE, ACI is desirable
- ITIL best practices experience preferred
- Security Clearance (SC) or ability to obtain is desirable