What you’ll be doing
1. Resolve complex technical issues escalated from second line, delivering timely and effective outcomes for the customer.
2. Investigate and troubleshoot unfamiliar issues, applying technical expertise to identify root causes and sustainable solutions.
3. Manage and prioritise your workload to meet key performance indicators, while supporting lifecycle management and security vulnerability remediation across the network estate.
4. Contribute to continuous improvement initiatives and maintain up-to-date knowledge of BT products, solutions and industry developments through ongoing professional development.
5. 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
6. A customer-focused approach, with a commitment to delivering proactive, high-quality service and taking ownership of actions and outcomes.
7. 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.
8. 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.
9. Ability to produce clear technical documentation, alongside knowledge of EMS products, customer IT systems and applications.
10. 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
TroubleshootingCustomer ServiceContinuous ImprovementIncident ManagementDecision Making
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.
• 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.
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society. 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.