Network Support T2 Engineer (SP)




Infrastructure & Cloud, Other


£30,000 to £36,000 Per Annum


shift allowance


West Yorkshire

Contract Type:


Network Support T2 Engineer (SP)

24x7 Shift Pattern


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.


  • 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.


  • 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:


  • 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