What you’ll be doing
:
1. Delivering on-site technical support: Predominantly for our SWAN (Scottish Wide Area Network) customers. Attend customer premises to carry out standard and non-standard installations, repairs, and in-life changes across BT Enterprise products, with a strong focus on Routers, Switches and IP telephony systems.
2. Configuring and optimizing systems: Set up and adjust configurations for routing traffic and ensure customers’ services are fully operational and tailored to their needs.
3. Diagnosing and resolving faults: Perform coordinated diagnostic tests with 2nd line support, troubleshoot complex issues, and carry out on-site fixes, including kit swap-outs and configuration changes.
4. Structured cabling and connectivity: Run extensions, patch cables, and install multiple handsets; conduct simple Wi-Fi and mobile signal surveys and install access points to improve connectivity.
5. Customer engagement and training: Provide brief tutorials on BT services, set up BT apps and services on customer devices, and ensure customers are confident using their solutions.
6. Proactive recommendations: Identify opportunities to enhance customer operations through BT products and services, raise leads where appropriate, and support migration or optimization of Microsoft Office systems.
7. Technical judgment and compliance: Apply considerable technical judgment in daily tasks, ensuring installations meet quality standards and customer expectations.
8. Where required, you will be expected to cover an out of hours on call rota slot within the team.
What skills you’ll need:
9. Proven ability to deliver exceptional customer service and confidently engage with business customers.
10. Strong empathy and active listening skills to build trust and have meaningful conversations with clients.
11. Demonstrated experience in logical problem-solving for both standard and non-standard technical issues.
12. Recent, relevant, and extensive data networking and telecoms engineering experience, including installation, configuration, and fault resolution of network LAN and WAN infrastructure. Supporting IP telephony systems and small switch solutions.
13. Practical experience performing structured cabling, system configuration, and coordinated diagnostics with support teams to resolve complex faults.
Benefits:
14. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
15. 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
16. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
17. 22 days annual leave (not including bank holidays), increasing with service
18. 24/7 private virtual GP appointments for UK colleagues
19. 2 weeks carer’s leave
20. World-class training and development opportunities
21. Option to join BT Shares Saving schemes
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.