Job Details
Salary: Competitive
Please note you must either hold or be eligible for SC (Security Clearance) & NPPV 3 Clearance for this role, which will require a minimum of 5 years working history in the UK to be eligible.
Why this job matters
This role is central to delivering the Managed Services Contract (MSC), ensuring critical blue light network services are reliable and fully supported. As part of the Data Networks team, you will provide technical support across LAN and WAN infrastructure in Devon, Dorset and Cornwall, resolving incidents within SLA and acting as an escalation point while meeting contractual requirements for Data and Voice Network Services. Working closely with the customer, Service Desk and wider technical teams, you will play a key role in maintaining service continuity through strong communication, organisation and problem‑solving skills, including participation in an out‑of‑hours call rota, 1 week in 3.
What you’ll be doing
* Resolve complex technical issues escalated from second line, delivering timely and effective outcomes for the customer.
* Investigate and troubleshoot unfamiliar issues, applying technical expertise to identify root causes and sustainable solutions.
* Manage and prioritise your workload to meet key performance indicators, while supporting lifecycle management and security vulnerability remediation across the network estate.
* Contribute to continuous improvement initiatives and maintain up‑to‑date knowledge of BT products, solutions and industry developments through ongoing professional development.
* Deliver an effective, innovative and ISO20K‑compliant service that meets contractual commitments and evolving customer needs.
What we'd like to see on your CV
* A customer‑focused approach, with a commitment to delivering proactive, high‑quality service and taking ownership of actions and outcomes.
* Experience working collaboratively across cross‑functional or virtual teams, with the ability to build positive relationships at all levels and communicate technical information clearly to non‑technical audiences.
* Experience in at least two of the following: Cisco networking (including CCNA or working towards), network security, wireless networking, Cisco Prime/ISE/DNAC, or SolarWinds.
* Ability to produce clear technical documentation, alongside knowledge of EMS products, customer IT systems and applications.
* Experience working with ITIL processes, including supporting process training or briefings, monitoring performance and compliance, and contributing to process reporting.
The Skills You’ll Need
* Troubleshooting
* Customer Service
* Continuous Improvement
* Incident Management
* Decision Making
Benefits
* 10% on target annual bonus
* BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
* X4 Salary Life Assurance
* Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
* 25 days annual leave (not including bank holidays), increasing with service
* From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
* Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
* 24/7 private virtual GP appointments for UK colleagues
* 2 weeks paid carer’s leave
* World‑class training and development opportunities
* Option to join BT Shares Saving schemes
* Discounted broadband, mobile and TV package, including 50% off EE mobile pay monthly or SIM only plans
* Access to 100’s of retail discounts including the BT shop
Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
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.
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