2nd line Engineer

United Kingdom | Northwich, Cheshire, United Kingdom Knutsford, Cheshire, United Kingdom Warrington, United Kingdom
Job ID: 31440

Job Description

Position at Comms-care

2nd Line Engineer

Comms-care is a leading channel only provider of network, telephony & server support solutions. Due to continued growth within our service portfolio are recruiting a 2nd Line Support Engineer to assist with internal IT support, Managed Services and hardware break/fix escalation.

The successful candidate will need to possess confident communication skills as the role will involve dealing with a variety of customer’s, internal employees and 3rd party support vendors.   

Duties & essential job functions

Principal Accountabilities but not limited to the following;

  • Dealing with support calls from internal and external customers
  • Identifying when to escalate calls to ensure SLA achievement
  • Liaising with 3rd party / vendor support teams
  • Escalating calls to 3rd line support team where necessary
  • Providing regular progress updates to customers
  • Administration of operational documents
  • Provide 2nd Line Triage / troubleshooting

Qualifications/ Skills

  • Cisco CCNA
  • Preferably Cisco CCNP or working towards
  • Strong troubleshooting skills
  • Ability to demonstrate an understanding of technology, knowledge of Cisco networking equipment and systems
  • Experience in a Support/ Service/ Helpdesk environment


  • Must be extremely organized and well presented with excellent all-round communication skills
  • Willingness to take on new responsibilities, a can-do attitude and attention to detail
  • Ability to work unsupervised at times but must be team oriented
  • Ability to work to tight deadlines
  • Able to work On Call when required
  • Agreeable to working shifts

Comms-care Benefits

  • 28 Days Annual Leave (Inclusive of statutory allowance)
  • Study Support & career progression
  • Auto enrolment pension
  • Discounted Gym membership
  • Health Care plan
  • PerkBox discounts
  • Plus Much More

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