Security isn't always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.

About this role

You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued. (SSG)

Support the Global Secure Solutions organisation by acting as the primary point of contact for internal and external customer networks, platforms and systems, providing first class technical assistance and resolving the vast majority of issues. You’ll need to operate these services within agreed service levels, contractual agreements and to budget. You must be up to date and knowledgeable with cloud services and be proficient in supporting a wide range of technologies including BT legacy systems. This is based in London and 24 7 rota working pattern. 

The successful post holder will need to obtain and maintain a high security clearance.

You'll have the following responsibilities

You will be the primary point of contact for all customer issues, responsible for logging, triaging and resolving the vast majority of incidents and requests raised. 

You will be responsible for the proactive monitoring of all operational services for both our internal and external customers.

Responsible for the Management modern technologies as well as IP and Data Infrastructure across multiple platforms and services.

Be responsible for logging, triaging and Investigating all incidents within agreed service levels. Ensuring efficient and effective communications to all stakeholders are delivered in a timely manner.

Undertake maintenance and proactive activities as required to ensure continued availability, adequate capacity and effective performance of all services.

Prioritise and respond to change proposals from both business and customers.

Act in accordance with agreed and documented processes and procedures according to ITIL best practice.

Engage with internal and external stakeholders, managing customer expectation and satisfaction.

Demonstrate in-depth technical knowledge and the ability to share these using coaching techniques to support and set direction for their colleagues and the wider team.

You'll have the following skills & experience

ITIL 4 Foundation (desirable)

First class customer service skills

A degree of Cisco CCNA knowledge or equivalent skills.

Good understanding of Windows Server (AD, IIS) and desktop environments

Must hold and retain Developed Vetting clearance.

Network Transmission – e.g. SDH / PDH

BT network tools and services, CSS , WHOOSH ,CAMMS , COSMOSS, AUTOFIX

Service Desk experience

Ability to work in a high-pressure environment with strict KPIs governing service operations.

Must have strong communication skills, with demonstrated ability to articulate complex technical concepts in a manner understandable and useful to customers.

Good relationship management skills with a dedicated and positive attitude

An understanding of Cloud Managed Services and a keen interest in emerging technologies.

Benefits

Discounted BT Broadband, TV & mobile packages and BT products

On target Bonus

Share options and 10% pension contribution

Professional development and paid for industry certifications/qualifications

Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.

Well-being support for you and your family

3 days paid volunteering a year

Flexible and smart working (subject to business needs)

About BT

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.

Security is one of the fastest growing parts of our global organisation. We protect our networks from more than 6,500 cyber-attacks each day, invest over £40m in research each year and employ more than 3,000 people - which makes us the largest private cyber security employer in the UK. With incredible opportunities to learn, develop and grow your skills, we’ll invest in you, nurture potential and shape your future – whatever your background or experience. You can find out more about Security in BT here

In today’s world, safe and secure digital connections have never been more vital. You’ll be joining a global company operating at the forefront of the information age: BT employs 90,000 people in 180 countries. With huge scale, we’re capable of achieving great things, striving to be personal, simple, and brilliant for our customers whilst creating an inclusive working environment where people from all backgrounds can succeed. Play your part. Make a difference. We are the Protectors.

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!