Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
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.
What you will do
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.
- Provide remote support.
What we expect of you
- 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)
- Fortinet
- Checkpoint
- Palo Alto
- Cisco
- Cisco Meraki
- HP Aruba
- F5
- Azure and AWS
- 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
Desirable knowledge in the following areas:
- Netscaler / F5 Load balancers
- HP Switching
- Cisco Knowledge (Wireless, SD-WAN, DNAC, ISE, ACI) preferably
- Security Clearance (SC) or ability to obtain
- Experienced in ITIL best practices
CDW is committed to being an AI-fluent organization
We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. 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. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why 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.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards 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.
Skills Required
- Experience in a similar SLA-driven technical support role
- Proven experience delivering projects and complex changes
- Extensive experience with Cisco switches and routers
- Knowledge or experience with Fortinet, Check Point, Palo Alto, Cisco, Cisco Meraki, HP Aruba, F5, Azure, and AWS
- Strong verbal and written communication skills
- Ability to own incidents through resolution or identify when escalation is necessary
- Ability to work under pressure and collaboratively within a team
- Knowledge of NetScaler or F5 load balancers
- Cisco Wireless, SD-WAN, DNAC, ISE, or ACI knowledge
- Security Clearance (SC) or ability to obtain it
- Experience with ITIL best practices
- Relevant technical certifications
What the Team is Saying
CDW Compensation & Benefits Highlights
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Healthcare Strength — Health, dental, and vision plans are broadly available alongside EAP resources and HSA/FSA options. Coverage is often characterized as solid relative to large‑corporate peers, even if details vary by plan and location.
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Leave & Time Off Breadth — Paid time off frameworks include flexible or unlimited PTO for many salaried roles, plus standard paid holidays. These structures can support work‑life balance when team workload permits.
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Parental & Family Support — Offerings include parental leave, adoption and fertility assistance, dependent care resources, and related family supports. These benefits broaden the total rewards package beyond core health and retirement programs.
CDW Insights
What We Do
CDW Corporation is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. For more information about CDW, please visit www.CDW.com. Our broad array of products and services range from hardware and software to integrated IT solutions such as security, cloud, hybrid infrastructure and digital experience.
Why Work With Us
Trust, connection and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed.
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CDW Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
CDW is committed to offering a high quality, flexible work experience centered around connection, collaboration, and coworker well-being. Our flexible hybrid approach enables coworkers to get the best of working from home and being together.
