2nd line Network Engineer

At CDW we make it happen together. Trust connection and commitment are at the heart of how we work together to deliver for our customers. Its why were coworkers not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where were headed. Were proud to share our story and Make Amazing Happen at CDW.Job SummaryAs a 2nd Line Network Engineer your primary responsibility is to provide technical support and assistance to customers experiencing technical issues. You will often be the go-to person for resolving advanced technical challenges that require a high level of knowledge and expertise.In addition to providing direct support you will also follow processes and perform administrative functions. This includes working closely with the 3rd Line resolver teams to investigate incidents affecting the supported platforms whetherdetected by our monitoring toolset or reported through the Service Desk ticket logging process.A solid theoretical knowledge base is crucial for a 2nd Line Engineer as it enables you to troubleshoot and resolve issues effectively ensuring the smooth operation of our systemsand maintaining a high level of service for our customers.Shift Pattern: 4 shifts On - Fri to Monday including weekends 8:00am to 6:00pm3 Days Off - Tues to ThursWhat you will doInvestigating 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 AssistanceLog Monitoring and AnalysisRule base Auditing and AdvisoryDevice Software Upgrades Patches and Bug FixesConfiguration Backup / RestoreRule base and Network Configuration Change ManagementCollaborating with 3rd line support to resolve critical issuesMaintain technical accreditations in line with catalogued services.Set up and complete scheduled tasks when .Escalate and work with vendors when needed.Provide handovers to the following shift patternRaise 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 .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 Weekend Day 8:00am to 6:00pm3 Days - OffThe above is not an exhaustive list of duties and you will be expected to perform differenttasks as necessitated by your changing role within the organisation and the overall businessobjectives of the organisation.What we expect of youMinimum basic requirements2-3 years of 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)FortinetCheckpointPalo AltoCiscoCisco MerakiHP ArubaF5Azure and AWSPreferred skills experience and qualities neededNetscaler / F5 Load balancersHP SwitchingCisco Knowledge (Wireless SD-WAN DNAC ISE ACI) preferablySecurity Clearance (SC) or ability to obtainExperienced in ITIL best practicesWe make technology work so people can do great things.CDW is a leading multi-brand provider of information technology solutions to business government education and healthcare customers in the United States the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together we unite. Together we win. Together we thrive.CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by state and local law. Key Skills Load Balancing,Routing Protocols,Network Administration,Network Engineering,BGP,LAN,Computer Networking,IPsec,OSPF,Cisco ASA,Juniper,MPLS Employment Type : Full-Time Experience: years Vacancy: 1