What you’ll be doing
1. Provide technical support, resolving escalated technical support issues across the lines of business to ensure systems availability to the customer.
2. Support the timely delivery of IT Provision ,Incident handling, Service Requests and Change Management by the team to the published SLAs and KPIs
3. Provide technical support in the delivery of the services offered by the team and input to service productivity to achieve targets.
4. Provide Line Manager early sight visibility of issues and concerns that could impact the Systems Engineering objectives, and effectively manage escalations.
5. Support the Operational elements on transformational opportunities to help meet Enterprise Cloud Infrastructure and Technology objectives and influence the business to adopt recommendations.
6. Practice CI methodology as a standard operating tool used by the team on a daily basis to identify areas of waste and drive improvements.
7. To provide analytical and innovative input to projects/operational issues as well as support negotiations.
Skills Required for the Role
8. Experience working in a support role dealing with technical server issues
9. Good Windows server build and support knowledge
10. Good Linux server build and support knowledge
11. Patching and vulnerability management experience
12. CyberArk PAM component and vault experience
13. Understanding of proxies and networking
14. Understanding of Cyber Security prinicples
15. Happy to work occasionally Out of hours
16. Will need to provide callout cover 24x7x365
17. Be agile - You identify opportunities to use collaborative approaches and continuous improvement. You contribute to projects as a subject matter expert or content owner.
18. Stakeholder Management: Able to collaborate and work effectively across complex and matrix relationships, negotiating where needed to help support agreement.
Experience Required for the Role
19. Experienced in own area – MANDATORY
20. Stakeholder Management - MANDATORY
21. Sound knowledge of Incident and change management processes and systems – PREFERRED
Benefits
22. On target 10% on target bonus
23. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
24. 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.
25. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
26. 25 days annual leave (not including bank holidays), increasing with service
27. 24/7 private virtual GP appointments for UK colleagues
28. 2 weeks carer’s leave
29. World-class training and development opportunities
30. Option to join BT Shares Saving schemes.