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About the Role
As a 2nd Line Support, 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.
Responsibilities
- Investigating and resolving technical issues escalated from 1st line support and providing end users with a technical solution
- 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
Requirements
- 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)
- Experienced in ITIL best practices
Skills
- Fortinet
- Checkpoint
- Palo Alto
- Cisco
- Cisco Meraki
- HP Aruba
- F5
- Azure and AWS
- Netscaler / F5 Load balancers
- HP Switching
- Cisco Knowledge (Wireless, SD-WAN, DNAC, ISE, ACI) preferably
Location
- Remote
Work Type
- Full-time
- Contract
Experience Level
- Mid-level
Education Level
- Security Clearance (SC) or ability to obtain
About the Company
- CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology.
- At CDW we act as one—building trust, speaking candidly, and working together to achieve more.
- We play to win—focusing on what matters most and delivering for our customers.
- We think forward—staying curious, moving fast, and continuously learning.
- We believe meaningful work happens when people feel supported, heard, and empowered to contribute.
- We think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.
- As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes.
- When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.
- Together, we deliver the full promise of what technology can do.
- Together, we Make Amazing Happen.
Equal Opportunity
- CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard 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.