2nd Line Engineer

at  CDW

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

JOB SUMMARY

As a 2nd Line Network Engineer, your primary responsibility is to provide technical support and assistance to customers or clients who are experiencing more complex technical issues.
Work alongside the 3rd Line resolver teams to investigate and resolve incidents affecting the supported platforms either due to detection by the monitoring toolset or upon notification of a fault through the Service Desk ticket logging process.

QUALIFICATIONS, SKILLS & EXPERIENCE

Essential knowledge in the following areas:

• 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 the following technologies (Certification an advantage)
• Fortinet
• Checkpoint
• Palo Alto
• Cisco
• Cisco Meraki
• HP Aruba
• F5
• Azure and AWS

DESIRABLE KNOWLEDGE IN THE FOLLOWING AREAS:

• Netscaler / F5 Load balancers
• HP Switching
• Cisco Knowledge (Wireless, SD-WAN, DNAC, ISE, ACI) preferably
• Security Clearance (SC) or ability to obtain
• Experienced in ITIL best practices

WHO WE ARE:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

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

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.