About this role

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

The role holder is a 3rd Line IT Data and Storage expert who will enable and ensure the support and delivery of end user support area as part of the overall EMS Technical Services remit. This remit includes 3rd line support to underpin the shared services support model, consultancy to internal and external customers, design assurance and training & knowledge sharing with upstream support teams. 

You'll have the following responsibilities

Delivering successful technical resolutions to complex customer issues escalated by second line

• Problem solving and application of technical knowledge to unknown issues 

• Planning of complex change with first time delivery to ensure sustained service across wide ranges of products and solutions 

• Participating and leading in technical knowledge cascades across EMS using learning infrastructure 

• Service management and design support on existing and new contracts 

• Implementing solutions in a timely manner to ensure service level agreements are met (typically 2 hours)

• Proactively driving own workload as well as reactively managing multiple tasks as escalated by customer and other EMS teams 

• Running diagnostic and configuration of customer contracts to identify issues and opportunities 

• Working closely with a wide range of internal and external stakeholders and customers to understand the requirements and build an effective working relationship to ensure smooth running of contracts 

• Driving own development plan to maintain skill set and knowledge of BT products and solutions

• Participate and contribute to continuous improvement and coaching within the team 

• Management of workload and delivery to meet key performance indicators

• Complex decision making to balance customer and business need

• Available when required to work out of hours either on an overtime or oncall basis 

• Able to attain SC clearance 

• ITIL foundation as a minimum

• Strong experience of technically supporting live operations in a managed services arena

• In depth knowledge of managed customer solutions.

• Engagement with 3rd party vendors in advanced troubleshooting  and problem solving

• In depth understanding of  emerging technologies technologies across the managed services portfolio