2nd Line Network Engineer

As a 2nd Line Network Engineer, 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.

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.

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.
• Industry-recognised qualifications in relevant areas.
• Proven Customer service Skills.
• Industry recognised qualifications in relevant areas.
• CiscoCCNA required as a minimum.

Desirable knowledge in the following areas:

• Fortinet Knowledge
• Cisco Knowledge (Wireless, SD-WAN, DNAC, ISE, ACI) preferably
• F5 Knowledge
• Checkpoint Knowledge
• Security Clearance (SC) advantageous
• Knowledge of ITIL change process

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

WHAT YOU CAN EXPECT FROM US:

We are committed to an inclusive and diverse CDW. CDW is an equal opportunity employer. We do not discriminate based on race, colour, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any other status or characteristic protected by, state, or local laws.