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

This role provides technical support and managed services to our customers through the use of Data Services 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 a skilled technical engineer who is an innovative, engaging, driven individual and has a proven record of achievement.

You'll have the following responsibilities

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

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 Data Services team providing 24x7x365 service participating in an on-call support rota outside of core hours.

Perform a SME role for designated clients and technologies.

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

Participate in the portfolio governance, service design and solutions assurance process to ensure our technical propositions are fit for customer and scalable for the business.

Provide input and approval within the ‘Acceptance into Service’ process for new customers.

You'll have the following skills & experience

Extensive experience of working within a systems integrator support environment as a highly skilled technical engineer.

In-depth knowledge of EMS products, customer IT systems and applications.

Experience of working across the service lifecycle, supporting and costing bids as a subject matter expert.

Possesses a deep level technical knowledge of Data Services technologies and associated management applications.

Have strong service improvement and service transformation skills;

Have highly developed organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.

CCNP Certified

300-425 ENWLSD (Designing Cisco Enterprise Wireless Networks) / 300-430 ENWLSI (Implementing Cisco Enterprise Wireless Networks) Certified or alternate vendor equivalent.

Extensive wireless troubleshooting/design experience across Cisco/Meraki/Fortinet/Aruba

Extensive Trouble to Resolve 3rd Line Network LAN/WLAN engineering experience

Data Centre/Nexus T2R/Design experience (Cisco DDCOR preferrable). 

Fortinet LAN and Wireless experience preferrable 

DevNet associate accreditation preferrable

Must be willing to be on call (currently 1 week in 10).

Benefits

10% on target bonus

25 days annual leave (plus bank holidays)

Generous Pension Scheme

BT Share Plan

Discounted BT products including TV, Broadband and Mobile

Flexible working arrangements

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!