Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

This role provides technical support and managed services to our customers through the use of emerging DC technologies, 24x7x365 days a year.  By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.

The role requires an engineer who is innovative, engaging, driven individual and has a desire to immerse themselves in emerging technologies 

You'll have the following responsibilities

Your primary responsibilities will be to provide our customers with a personal, world class service, delighting customers by delivering brilliant outcomes in line with key performance indicators (KPIs), service level agreements (SLAs) and committed delivery dates.

The role will be internally and externally faced; and you will require a technical understanding in your chosen field together with the capability to be an ambassador of the services provided by Managed Customer Services to Business & Public Sector customers.

You’ll be:

• Utilising experience and evolving technical ability to resolve technical incidents, service requests, changes or problems relating to the “SDx ” portfolio.

• To deal with customer requests in line with Service definitions and SLA’s.

• To escalate and manage incidents and requests to vendors in a timely fashion.

• Management and documentation of information relating to customer incidents, service requests, change and problem, and the effective communication of progress of such events to all stakeholders in line with internal process.

• Collaborate with all BT business units to bring about timely resolution of technical issues.

• Ensuring continued development of product knowledge, known issues and troubleshooting techniques throughout the support teams.

• Undertake personal training and development in line with departmental needs and in line with a Personal Development Plan as agreed with Line Manager.

• Development of training, tools and processes to ensure teams increase and develop technical capability.

• Perform as an integral member of the SDx Team on a shift basis providing 24x7x365 service 

• Responsible for pro-active review and maintenance of customer infrastructure.

• Stakeholder within the ‘Acceptance into Service’ process for new customers

You'll have the following skills & experience

• CCNA qualified

• 3+ years working within a support environment as a technical engineer.

• Knowledge of MCS products, customer IT systems and applications.

• Posess technical knowledge of at least one of – Datacenter switching, ACI / SDA , Intent based Networking technologies

• Have strong service improvement and service transformation skills;

• Have strong organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.

Benefits

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT in this role include:

- Competitive salary and 10% on-target bonus plan

- World-class training and development opportunities

- 25 days’ annual leave (not including bank holidays)

- Discounted broadband, mobile and TV packages

- Share option and pension scheme programmes

- Flexible benefits to fit around you

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!