2nd Line ServiceNet Engineer - OOH Nightsat CDW Careers (UK)

Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.

What you’ll do:

• Respond to incidents logged in the Incident Management system and provide end users with a technical solution within Service Level Agreements
• 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 for 1st line engineers
• Maintain technical accreditations in line with cataloged services
• Provide technical assistance to on-going projects and the transition of new customers when required
• This role requires the successful candidate to either hold SC Clearance or to be willing to go through the process of Clearance
• Escalate potential service issues initially with Team Leader/Service Desk Delivery Manager /Service Delivery Managers
• Escalate potential problem issues with Problem and Incident Management
• Recommend and deploy changes via the change management process when required
• Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork
• Provide assistance to Team members and Analysts as 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.
• Escalate and work with vendors when required
• Provide remote support on a rota:
  4 shifts – Nights – 12hr shifts (between 8pm – 8pm)

4 days – Off

What you need to succeed:

Must-have:

• 2-3 years’ experience in a similar SLA driven support role
• Proven Customer service Skills
• Industry recognised qualifications in relevant areas
• Cisco CCNA required as a minimum

Nice to have:

• Basic knowledge of ITIL
• Security Clearance (SC) advantageous
• Fortinet Knowledge
• F5 Knowledge
• Checkpoint Knowledge
• Good communication skills
• Punctual and reliable
• Positive, enthusiastic and supportive individual
• 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 including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner

Who we are:

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 startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers.

CDW is not only the People Who Get IT, but the 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.