Skip to main content CDW

CDW is committed to employment equality. If you need any adjustments to support your application or to access our facilities, please contact us.

2nd Line Engineer, ServiceNetat CDW Careers (UK)

Job ID: 
Post Date: 
30 Jun 2022
London, United Kingdom
Eligible For Remote Work: 
Yes - Hybrid
Contract Type: 
Security Clearance Required: 
Yes - Must be able to obtain
Security Clearance Level: 
Baseline Personnel Security Standard Check (BPSS)


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.

Responding to BAU 3rd Line incidents logged on the incident management system and providing Managed Firewall Services.

What you’ll do:

  • 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
  • Provide support as part of the 24x7 out of hour’s rota
  • Maintain technical accreditations in line with catalogued services
  • Cisco, Fortigate, HP, Checkpoint, F5, Palo Alto
  • Escalate and work with vendors when required
  • Setup and complete scheduled tasks when required
  • 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
  • Provide technical assistance to on-going projects and the transition of new customers when required


What you need to succeed:


                      At least 3 years’ experience in a similar SLA driven support role

                      Proven Customer service skills 

                      Proven experience delivering projects and complex changes

                      Industry recognised qualifications in relevant areas

                      Extensive knowledge working within a Cisco Switch/Router environment

                      Expert level knowledge in at least one of the following firewall vendors:

- Fortinet

- Checkpoint

- Palo Alto

- Cisco ASA / Firepower


Nice to have:

  • Netscaler / F5 Loadbalancers
  • Cisco Nexus
  • HP Switching
  • Cisco Wireless (Troubleshooting AireOS and Catalyst controller based deployments)
  • Cisco DNA / SDWAN troubleshooting
  • Knowledge of ITIL change process
  • Security Clearance (SC) advantageous
  • 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 organizations 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 fueled 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.



Apply Now
Create Job Alert
Create Job Alerts