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For Companies At a Glance
- Tasks: Provide technical support and resolve advanced issues for customers.
- Company: Join CDW UK, a leading IT solutions provider with a collaborative culture.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Why this job: Be part of a team that makes technology work for people and businesses.
- Qualifications: 2-3 years in a similar support role with knowledge of Cisco and ITIL practices.
- Other info: Dynamic environment with a focus on teamwork and continuous learning.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Overview
CDW UK Manchester, England, United Kingdom
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CDW UK Manchester, England, United Kingdom
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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 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 – Weekend Day – 8:00am to 6:00pm
- 3 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.
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
- Cisco
- HP Aruba
- F5
- Azure and AWS
Desirable knowledge in the following areas:
- HP Switching
- 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.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Engineering and Information Technology
- Industries
- IT Services and IT Consulting
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2nd Line Engineer employer: CDW UK
Contact Detail:
CDW UK 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 the industry, attend meetups, and connect with current CDW employees on LinkedIn. A friendly chat can sometimes lead to job opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and knowledge relevant to the role. Practice common interview questions and scenarios you might face as a 2nd Line Engineer. We want you to shine!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss past experiences where you resolved complex issues. This is your chance to demonstrate how you can make amazing happen at CDW!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at CDW.
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 relevant experience, especially in SLA-driven support and any specific technologies mentioned in the job description. We want to see how your skills align with what we're looking for!
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 you can contribute to our team at CDW. Keep it concise but engaging – we love a good story!
Show Off Your Technical Skills: Don’t hold back on showcasing your technical expertise! Mention your experience with Cisco, Fortinet, or any other relevant technologies. We’re keen to see how you’ve tackled complex challenges in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at CDW UK
✨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, Fortinet, and other relevant 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 supportive team environment and help deliver exceptional service to customers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team's collaboration with 3rd line support or how they handle escalated incidents. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
