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.
