Job description
Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
There are two things that we want to share with anyone considering joining us.
Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.
Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.
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.
To deliver 2nd line technical service to EMS customers in line with business standards and processes. The role is primarily focused at pro-active and re-active activity to ensure continual service delivery and improvement to our customers.
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
- Utilising experience and evolving technical ability to bring about resolution of technical incidents, service requests, changes or problems from customers.
- To deal with customer requests in line with Service definitions and SLA’s
- To escalate incidents and requests to 3rd line resolvers or vendors in a timely fashion.
- Performing as an integral member of the 2nd line Networks team providing service to BT MCS customers.
- Management of information relating to customer incidents or service requests, and the effective communication of progress of such events, to customers, colleagues and 3rd parties.
- Managing incidents and service requests for SPOC services, providing technical input and management of 3rd party.
- Adherence to BT processes and procedures
- Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager
- To work effectively and productively with all BT business units and 3rd parties to bring about timely resolution of technical issues
Ability to lead by example and share knowledge to non-senior members of the team
You'll have the following skills & experience
- At least 2 years’ experience, working with network and security products in a technical capacity.
- Cisco certified to Associate level (CCNA) or other vendor equivalent qualifications
- Professional interaction at all levels (i.e. customer-facing, inter-departmental, third parties).
- Technical knowledge and exposure to at least one of - routing or wireless technologies
- Self-motivated and keen to develop on a technical development path
Benefits
At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:
- Competitive salary and on-target bonus plan
- World-class training and development opportunities
- 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
Location: Chesterfield, Derbyshire
#LI-Onsite, #LI-Hybrid, #LI-Remote
About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT
How to Apply
It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!