2nd Line Network Engineer

2 weeks ago


Peterborough, Peterborough, United Kingdom CDW Full time

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.

KEY RESPONSIBILITIES

  • 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.


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