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For Companies At a Glance
- Tasks: Provide technical support and resolve advanced issues for customers.
- Company: Join CDW, a leading tech solutions provider with a collaborative culture.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for growth.
- Why this job: Make a real impact by solving complex tech challenges every day.
- Qualifications: 2-3 years in a similar role with strong Cisco knowledge.
- Other info: Dynamic work environment with a focus on teamwork and development.
The predicted salary is between 28800 - 43200 £ per year.
Overview
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. It’s why we’re 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 we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
JOB SUMMARY
As a 2nd Line Support 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, whether detected 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 systems and maintaining a high level of service for our customers.
SHIFT PATTERN
4 shifts – Weekend Day – 8:00am to 6:00pm
3 Days Off
KEY RESPONSIBILITIES
- Investigating and resolving technical issues escalated from 1st line support, and providing end users with a technical solution covering some of the following 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, collaboration with 3rd line support to resolve critical issues, maintaining technical accreditations in line with catalogued services, setting up and completing scheduled tasks when required, escalating and working with vendors when needed, providing handovers to the following shift pattern, raising potential service issues with Problem and Incident Management, recommending and deploying changes via the change management process when needed, taking part in shadowing activities and the facilitation of learning, assisting the Service Desk and 1st Line Engineers as required, proactively maintaining and developing knowledge through client contact, industry sources, formalised training and development plans, providing technical assistance to the transition of new customers, and providing remote support on a rota.
QUALIFICATIONS, SKILLS AND EXPERIENCE
Essential knowledge in the following areas:
- 2-3 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): 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
We 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.
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2nd Line Engineer employer: CDW LLC.
Contact Detail:
CDW LLC. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common technical questions related to 2nd Line Support. Get comfortable explaining your thought process when troubleshooting issues, as this will show your expertise and problem-solving skills.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. At StudySmarter, we believe in making connections, so check out our website for roles that excite you and fit your skills!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. It shows your enthusiasm for the role and gives you another chance to highlight your fit for the position.
We think you need these skills to ace 2nd Line Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Engineer role. Highlight your technical skills and experience that match the job description, especially in areas like Cisco environments and ITIL best practices. We want to see how you can make amazing happen with us!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a perfect fit. Don’t forget to mention your commitment to supporting customers and working collaboratively with teams.
Showcase Your Problem-Solving Skills: As a 2nd Line Engineer, you'll be tackling complex issues. In your application, share specific examples of how you've resolved technical challenges in the past. This will demonstrate your expertise and ability to handle the responsibilities outlined in the job description.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to review your application and get you on the path to joining our amazing team at CDW!
How to prepare for a job interview at CDW LLC.
✨Know Your Tech Inside Out
As a 2nd Line Engineer, you'll need to demonstrate your technical expertise. Brush up on your knowledge of Cisco Switches/Routers and other technologies mentioned in the job description. Be ready to discuss specific scenarios where you've successfully resolved complex issues.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled challenging technical problems in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and ability to work under pressure.
✨Understand the Company Culture
CDW values trust, connection, and commitment. Research their company culture and think about how your personal values align with theirs. Be prepared to discuss how you can contribute to a collaborative environment and support both customers and colleagues.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics, ongoing projects, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
