Why BT?
We've always been an organisation with purpose; to use the power of communications to make a better world.
You can trace this back to our beginning as pioneers of the world's first telecommunications company.
At our heart we're a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things.
From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true.
Yet the market conditions, regulation and competition we face are tougher than ever before.
So if you have the drive, optimism and resilience to help propel us forward we'll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers.
If that's you and what you're looking for, we'd love you to be part of our future.
Why Business Unit/Function We have around 1.2 million customers and serve over half the FTSE 350.
Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups.
We cover both the communications and IT services markets.
Overall we're focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications.
We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.
Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services.
Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare.
We also offer specialist enterprise services to our Internet of Things customers.
Why this job matters Our purpose is to use the power of communication to not only make a better world but also for us to be number one for Service in the European business market.
This will be achieved by doing our best for our colleagues and our customers, building the best networks and doing the best for our country, society and our communities.
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.
What I'll be doing – your accountabilities Work to challenging SLA targets maintaining an interest in the ultimate resolution of incidents and ensure all KPI's are met.
Be able to evaluate, schedule & implement complex in life or project related changes Have good interpersonal skills and will be able to work closely with and share knowledge with wider teams Investigate and troubleshoot problems in order to ascertain full Root Cause Analysis and eliminate repeat or further incidents Ensure action taken to meet or exceed agreed operating objectives and goals Maintain and influence expectations of service delivery across the business to meet SLA targets Work with internal, external stakeholders and customers, 3rd parties and vendors To personally participate in and contribute to BT wide professional community activities where applicable e.g.
knowledge sharing, best practice within BT and external industry inclusive of existing and emerging technologies.
Engage in and adhere to all BT policies and procedures Lead and mentor Network Engineers and ensure all learnings are communicated across the team inclusive of Knowledge Sharing Act as a point of contact or Technical Lead/Network Health Engineer on specific Customer accounts and govern/report the team's success against contractual obligations.
Participate in Design forums – support Principal TDA's and Service Design Provide technical input to RCA & RFO's Continuous Improvement & Quality management Support management with work scheduling and prioritization Knowledge sharing and identification of knowledge gaps Work closely with the BT account team and TDA's as part of a Virtual team Explore automation of manual tasks and reports Complete Network audits and act on findings Implementation of patching and executing routine maintenance tasks Analyzing vulnerability reports and creating actions from this & agreeing plan with the customer and all stakeholders Daily network health checks Inventory management across account and support applications : Netbrain BFG TSNA Entuity Low level network investigation Acceptance into Service and signoff ensuring all records are updated Coordinate audits and ensure all documentation is up to date and relevant The role holder may be required to work out of hours inclusive of weekends or on call upon instruction of management to meet BT and customer requirements Skills/Experience required for the job 5+ years working within a systems integrator support environment as a highly skilled technical engineer.
In-depth knowledge of BMS 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 LAN technologies, including, Wireless, Data Centre and the associated management applications.
Have strong service improvement and service transformation skills; Have highly developed organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.
Ability to assess process for automation opportunities and AI skills development Qualifications you would be expected to have Degree educated (Preferred) Qualified to vendor professional level (Mandatory) CCNP Familiar with ITIL project management Expert with IOS upgrades on Cisco equipment Qualified to ITIL v4 Foundation level (Preferred) With over 175 years of heritage, BT is now the flagship business brand of BT Group.
We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups.
But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact.
We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best.
With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria.
We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.