About this role

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.

You'll have the following responsibilities

• 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 excellent 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 as Technical Lead on specific Customer accounts and govern/report the teams success against contractual obligations.

• A number of years 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 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.

• Competitive salary and on-target bonus plan

• 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