2nd Line Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

About Ingram Micro
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

About Comms-care

As the UK’s leading strategic channel-only IT solutions and services provider Comms-care are committed to helping our partners thrive and grow. We assist over 700 channel partners and support to over 30,000 active support contracts. Comms–care manages all aspects of IT lifecycle, from consultancy, design and implementation to managed services and reactive field support covering technologies such as Routing & Switching, Security, Servers, Desktops, Voice & Unified Communications, and Wireless.

About the role

We’re looking for a 2nd Line Network Engineer with strong expertise in Cisco (minimum CCNA certified), Fortinet, and Juniper technologies to join our skilled support team. You’ll play a key role in diagnosing, troubleshooting, and resolving complex network and infrastructure issues, as well as assisting with Azure cloud services.

As a 2nd Line Support Engineer, you will:

• Provide 2nd line technical support to customers, focusing on network infrastructure including Cisco (Routers, Switches, Firewalls), Fortinet (FortiGate), and Juniper platforms

• Manage incidents, troubleshoot connectivity and configuration issues, and escalate when necessary to 3rd line engineers or vendor support

• Assist in the deployment, configuration, and maintenance of secure and scalable network solutions

• Support Azure-based environments, including virtual networking, compute, and storage components

• Implement and troubleshoot security configurations such as firewall policies, VPNs, and ACLs

• Contribute to continuous service improvement by documenting procedures and updating technical knowledge bases

• Maintain clear communication with clients, providing regular updates and ensuring satisfaction with resolutions

• Ensure compliance with internal standards, customer SLAs, and security best practices

About you

To set you up for success, we are looking for the following skills and experience:

• Proven experience in a 2nd line network support or similar technical support role

• Strong understanding and hands-on experience with Cisco networking devices – CCNA certification minimum required

• Experience working with Fortinet (preferably FortiGate firewalls) and Juniper equipment in a support or implementation capacity

• Solid grasp of networking protocols including TCP/IP, DHCP, DNS, OSPF, BGP, VLANs, and VPNs

• Familiarity with Microsoft Azure services, particularly networking and infrastructure components, is desirable

• Excellent problem-solving, analytical, and communication skills

• Experience in a service desk or managed services environment is preferred

• Ability to manage priorities and deliver quality support under pressure
  ​

Desirable Certifications

• Cisco CCNP or progressing toward it

• Fortinet NSE 4 or above

• Juniper JNCIA or higher

• Microsoft Certified: Azure Administrator Associate

• Competitive salary & Bonus system

• Additional health insurance and Life Insurance

• Food vouchers & Transport Allowance

• Well-being Program & Multisport card

• Referral and baby bonus

• Paid holiday days increasing in time.

• Language courses

• Free access to LinkedIn Learning Platform

• Great career growth and development opportunities

• Hybrid type of work

• Modern office space with free coffee and hot beverages

• Company discounts

• Recognition awards

Don’t believe us? Apply now and see for yourself.

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