National Technology Park, Limerick, Ireland
Salary: Competitive with Benefits
Why this role mattersThe primary responsibility of the Field engineer is to handle tickets assigned to the zone and to resolve as quickly and efficiently as possible.
You will be the foundation of the new field team structure and you will own and drive all of the activity within a zone and work with your counterparts in the zone and 3 Ireland to deliver for your area.
You will be the main part of BT's support to 3 Ireland and must ensure we always provide excellent levels of customer service at all times.
The role will involve a number of technical and administrative activities such as analysing data from the trouble ticketing system to determine the best action to take, liaising with various 3 back-office teams, resolving issues efficiently, actively engaging with BT third-party contractors, responding to customer queries, and managing SLAs.
You will be expected to act with professionalism and integrity when working with customers and colleagues.
What you'll be doingVery experienced telecoms engineer able to work on all aspects of the 3 Ireland network (including DC power supply, Radio Frequency (Radio Base Station and transmission) and Optical).The Field engineer will have end-to-end ownership of all activities on sites in their zone including change control and will feedback site information to help Three Ireland improve service insight and site databases.
The Field engineer will work closely with all team members in the zone to meet KPIs, reduce repair times, improve network reliability, and improve customer experience.Actively log into the ticket system and pick up open faults in your area, managing them end-to-end to resolution.Empowered to act independently, or to collaborate with others or escalate as required through defined escalation processes.Continuous improvement will be key to improving our service to 3 Ireland.Stock management – van and rollout stores to be tracked and replenished as required.Based in a zone but will work across zones if required.Own approximately 100 sites.Carry out health checks when on site and report back any defects.Be on call – 1 week in 5.Be a climber as the majority of issues will be at height as the network topology evolves.Undertake other duties requested by team leader as per operational requirement.The skills & experience you needExisting experience in a technical role in a mobile network environment.Excellent field-based telecoms experience.Currently a Climber or prepared to be trained.Excellent interpersonal and customer relationship skills.Ability to work well under pressure if required.A self-starter who can think on their feet.Team player.Why this job mattersThe Field Engineering Professional undertakes and drives industry-leading response for network/customer issues and faults, assisting with customer-focused installations and maintenance of the IT service offering.
What you'll be doingUndertakes the diagnosis and resolution of network issues ensuring adherence to best practices and safety standards which minimise the impact on customer service and improves the delivery of benefits for customers.Executes on-site related requests and project-related tasks ensuring effective delivery of customer solutions within field engineering's capacity levels.Participates in responses of Field Service requests fulfilled within expectation at a standard that cultivates market-leading service management.Ensures technicians follow Field Engineering's customer service standard levels and ensures visibility and robustness of frameworks that hold engineers accountable to those standards.Delivers quality documentation and reporting regarding the realisation and directly after the intervention, including out of business hours.Participates in on-call activities for field services including incident resolution within SLA, in and out of business hours.Ensures quality and efficiency provided to our internal and external customers.Supports the implementation of ways to improve working processes within Field Engineering.The skills you'll needTroubleshootingSystems ConfigurationOperationsRegulatory ComplianceEquipment TestingHealth, Safety & Environment (HSE) StrategyCablingTechnical DocumentationData AnalysisDecision MakingGrowth MindsetQuality AssuranceWith over 175 years of heritage, BT is now the flagship business brand of BT Group.
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