3rd Line Engineer - Network and Securityat CDW Careers (UK)

Description

JOB TITLE: 3rd Line Engineer – Network and Security

DEPARTMENT: Network Operations Centre

REPORTING TO: Team Leader, Network & Security

OFFICE LOCATION: Peterborough, Manchester, or London  

ABOUT CDW

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

JOB SUMMARY

As a 3rd Line Technical Engineer, your primary responsibility is to provide advanced technical support and assistance to customers or clients who are experiencing complex technical issues.

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.

Involved in project related and chargeable work as required.

KEY RESPONSIBILITIES  

Respond to incidents logged in the Incident Management system and provide end users with a technical solution covering some of the below areas:

• Firewall Management
• 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
• Provide a point of technical escalation and expertise.
• Resolving technical issues escalated from 2nd line support
• Investigating and diagnosing complex technical issues
• Providing solutions to critical technical problems
• Collaborating with other teams to resolve technical issue.
• Maintain technical accreditations in line with catalogued services.
• Recommend and deploy changes via the change management process when required.
• Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training, and development plan.
• Work with consultants to better understand issues and solutions.
• Provide technical assistance to on-going projects and the transition of new customers when required
• Join the on-call rota and provide support out of hours.
• Escalate and work with vendors when required.
• Manage and complete scheduled tasks when required.
• Raise potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Managers.

Escalate potential problem issues with Problem and Incident Management. 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:

• Experience in a similar SLA-driven support role.
• Proven experience delivering projects and complex changes.
• Expert-level knowledge or experience in ** Relevant technology area **

 Desirable knowledge in the following areas:

• Knowledge or experience in Relevant technology area
• Knowledge of ITIL and the ability to work in a change-controlled environment.
• Security Clearance (SC) advantageous                 

ESSENTIAL ATTRIBUTES 

• Good communication skills, verbal and written.
• Ability to take ownership of and progress incidents to resolution or to identify when escalation is necessary.
• Ability to work under pressure.
• Ability to work in a team and to support team members.
• Communication and interpersonal skills include listening, building rapport, and establishing empathy whilst demonstrating awareness of internal and external issues.

CUSTOMER FOCUS AND WAYS OF WORKING

Each coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.

Each coworker has a responsibility to ask questions when they are unsure of CDW’s values, standards and policies, and to take action if they believe someone else is not acting consistently with those values, standards and policies.  

Each coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement. Coworkers must report any customer problems, feedback, service outages, and service improvement suggestions to management.

Each coworker is required to comply with CDW’s policies relating to Information Security and Data protection, specifically to:

• Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
• Treat the security of all information assets according to their designated information security classification
• Ensure that they only access information assets that they are authorised to do so.
• Adhere to the procedure for reporting any security weakness or event
• Commit to, and participate in, personal development of information security awareness & knowledge
• Comply with all laws and contractual obligations regarding the protection of data