3rd Line Support Engineer - Security

United Kingdom | Northwich, Cheshire, United Kingdom
Job ID: 26710

Job Description

Position at Comms-care

3rd Line Support Engineer - Security 

3rd Line Managed Services Engineers work within the Managed Services team and are responsible for providing technical support within a fast-paced environment to both internal and external customers.

Location: Comms-care HQ, Northwich, CW9 7UA

Salary: Up to £38,000 + Benefits package + Certified / Vendor Training and qualifications. 

To be successful in this role you should have a wide range of experience within the Cisco portfolio (routers, switch, firewalls and Meraki) alongside excellent hardware troubleshooting skills with the ability to resolve faults efficiently within tight SLA’s.

In addition, the role commands forward thinking with the ability to explore new technologies as a platform to deliver and support other areas of the business to expand our portfolio.

The Company:
Comms-care is a leading channel-only provider of IT support and service solutions.  We assist over 850 channel partners and support over 30,000 active service contracts. Holding Gold Partnership status with both Cisco & Microsoft, Comms-care manage all aspects of the IT life-cycle across a wide range of technology.

Comms-care is part of the Ingram Micro Group, Ingram Micro is a Fortune 100 company and globally the largest technology distributor of IT products and services. 


  • Remote analysis and support of customer faults and changes utilising network management systems and remote access solutions.
  • Escalate and liaise with manufacturer and other 3rd party support teams.
  • Assist with the identification of hardware and software faults and root cause analysis, including advising on replacement parts for a wide variety of hardware platforms.
  • Act as focal point and point of escalation for knowledge sharing between engineers.
  • Requirement analysis and solution specification culminating in writing scope and design documents.

The Person:

You will have:

  • Previous experience of field engineering or working in a remote support team.
  • CCNP/ CCNP Security or equivalent knowledge. Alternatively working towards achieving the certification and be able to confidently demonstrate skills and experience to reflect this. 
  • Experience of supporting, deploying and troubleshooting Cisco Security solutions specifically R&S.

Ideally you will also:

  • Be extremely well organised with good all-round communication skills and excellent written English.
  • Have excellent knowledge of a wide range of Security/Networking hardware (e.g Cisco, HP, Dell)
  • Have a flexible approach to work and prepared 'go the extra mile' to exceed customer expectations with an attention to detail.
  • Applies knowledge and skills through handling complex problems beyond own area of expertise.
  • Knowledge of wireless technology beneficial but not essential.
  • Agreeable to working shifts if required.

Comms-care benefits:

  • 28 days holiday (including statutory) increasing with service
  • Your Birthday off
  • Full in-house training provided & provision towards vendor qualifications
  • Career progression opportunities
  • Company Benefits package including: Pension, Health Care, Life Assurance and various discounts
  • Free Parking or close to public transport


All offers of employment are subject to satisfactory references and DBS checks.


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