About this role

This role provides technical support and managed services to our customers through the use of Data Services technologies, 24x7x365 days a year.(This is not a shift role, primarily days) 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.
• Mentor and collaborate with Network Engineers and ensure all learnings are communicated across the team inclusive of Knowledge Sharing
• Act as a point of contact as a Technical Lead when required on specific Customer accounts and govern/report the teams success against contractual obligations

• Demonstrable experience 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 proven service improvement and service transformation skills;
• Ability to identify, describe and deliver solutions to problems
• Have highly developed organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.