Network Support T2 Engineer (SP)

Initialize IT; West Yorkshire; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in IT services is seeking a skilled individual for a 2nd Line Support role, focusing on technical diagnostics and customer service. The successful candidate will provide essential support for incidents, changes, and service requests while collaborating within a team to exceed customer expectations. Relevant experience and certifications such as CCNA and JNCIA are essential for success in this dynamic environment.

Qualifications

• Must have CCNA - R&S and JNCIA certifications.
• Experience with Cisco Routing and Switching Platforms.
• Ability to work to ITIL standards.

Responsibilities

• Provide 2nd Line support for technical services.
• Participate in a 24x7 shift pattern across relevant technologies.
• Establish effective working relationships with stakeholders.

Skills

Configuration

Troubleshooting

Fault Finding

Time Management

Client Centric Approach

Education

CCNA - R&S

JNCIA

Working towards CCNP - R&S

ITIL Foundation

Tools

Wireshark

Job description

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Client:

Initialize IT

Location:

West Yorkshire, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

7e630a8e3877

Job Views:

39

Posted:

24.06.2025

Expiry Date:

08.08.2025

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Job Description:

Reporting to the Network Support Manager for service provider teams, the primary function of this role is to provide a technical response/ fix to incidents, changes and service requests reported by customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that provides 24x7x365 cover with a 20% uplift on basic salary being applied when undertaking overnight Night Shift cover.

The successful candidate will require previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas:

Cisco R&S, Cisco routers including but not limited to 887,2921,1801, ASR’s management tools, Juniper and Cisco Firewalls, F5 Configuration and fault finding. Broadband Support including Traffic shaping, (Tier 2 Standard)

The successful candidate is required to communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.

The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their Leader and develop and maintain an excellent working relationship with colleagues.

Responsibilities

• Provide 2nd Line support for customer technical services to Daisy’s SP customer base including monitoring, incidents, changes and appropriate service requests within agreed service hours and to agreed service levels.
• Participate in a 24x7 shift pattern across the NS Tier 2 service provider based portfolio to cover all relevant technologies and flexibly adapt to ensure adequate team cover.
• Carry out proactive maintenance to maximize availability including patching, config backup and capacity management.
• Maintain your technical skills and upskill to cover all relevant technologies if/when required.
• Keep abreast of new developments in your relevant technology.
• Participate in Change Management process, creating and updating change requests as appropriate, attending CAB meetings at request as appropriate to ensure proposed changes do not compromise network availability.
• Establish effective working relationships with key parties from internal stakeholders to external suppliers; encourage stakeholder engagement and drive high quality working relationships.
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.

Experience:

• Proven experience in Configuration, troubleshooting and fault finding on:
• Cisco Routing and Switching Platforms including ISR, ASR, Catalyst and Nexus to a Tier 2 level
• Cisco Security Platforms including firewall experience
• Juniper Security Platforms including firewall experience
• Tier 2 Broadband Support including Traffic shaping

You will be able to work to ITIL standards and Maintain proper documentation for operations.

Technical and Soft skills:

Mandatory

• CCNA – R&S is required.
• JNCIA is required
• Working towards CCNP – R&S is desirable.
• SC clearance or the ability to be SC cleared is mandatory
• Knowledge of Network analytical tools such as Wireshark.
• Knowledge of Cisco management tools,
• Knowledge of Juniper Firewalls
• Knowledge of F5 Configuration and fault finding
• Tier 2 Broadband Support including Traffic shaping; ITIL foundation

Personal Skills and Qualities:

You will have:

• Good time management skills to enable you to prioritise and deliver to tight time lines.
• A positive, confident and client centric approach to work, with a desire to deliver consistently high quality service
• A positive outlook with the ability to be flexible and adaptable.
• Experience in team working to deliver excellent results