3rd Line ServiceNet Engineer

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.

• 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

• 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

• 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