Senior Network Engineer - Dublin
Location: Dublin
Salary: €71k
# of openings: 1
Description
Job Role: Lead Consultant/Manager: S&IT
Location: GBR Belfast - Telephone House, City West Dublin
Salary: Up to €71,000
Business Unit Overview
Generating 8.471 billion annual revenues and with 15 million customers and 19,000 employees, BT Retail is a major force in the communications market. It has a well established strategy that puts customers firmly at its heart, vigorously defending its core business and growing new market opportunities. Successful internal candidates that are already within range for this role may not receive a salary increase on transfer.
Business unit information
BT in Ireland is an all island communications and networked IT services company, providing the full suite of BT Group services in Ireland. Headquartered in Dublin and Belfast, it employs over 3,000 people on the island. BT Ireland helps organisations large and small, corporate and public, Irish and global to thrive through the provision of networked IT services. BT Ireland also operates in the residential and internet portal markets, offering a full range of innovative services to consumers, from home phone and internet access, to Wi-Fi and high-speed broadband.
Equal Employment Opportunity
We will make all resourcing decisions in line with our equal opportunities policy, including our '2 ticks' registration in the UK. For full details of BT's Equal Opportunity Policy, please visit: http://humanresources.intra.bt.com/fairness/eadiversity/10381
Responsibilities
DESCRIPTION OF ROLE:
To provide management and leadership to maximise customer satisfaction, deliver technical support services, liaise with other teams and individuals within the practice in the delivery of support services, and to create an employee development environment
To provide a focus for the defined set of competencies which support the delivery of ICT Managed Support Services against the agreed technical support, business and operating plans.
• Manage and develop the ITIL based Management Processes across Tier 1, Tier 2 and Tier 3 support teams and drive efficiency and effectiveness to ensure customer satisfaction
• Produce Management Information to ensure achievement of Key Performance Indicators
• Management of a range of support teams to ensure they are satisfactorily performing in their roles
• Team Management including setting of Performance targets, One to One Meetings, and Annual Appraisals for Team Leaders managers
• Agree and implement team skills and capability development objectives with team managers to ensure staffs skill set are continually advancing
• Monitoring the effectiveness of Team Incident Management Processes and related ITIL processes to enable continuous improvement
• Managed the documentation and training on Technical Incident resolution as part of the Incident Management Process to ensure staff are aware of their roles within those processes
• Agree, develop and implement escalation measures with Problem Management to ensure customer issues are resolved
• Trend Analysis and highlighting of repeat Issues to identify trends and reduce repeat call
• Hold regular Incident Management reporting and review meetings with Support Teams, Client Service Managers and Service Assurance and Shared Services teams to review performance and agree improvements initiatives
• Provide a technical account manager role for identified and named lead accounts
• Handle escalations & complaints
• Assist in pre-sales activities including customer engagements, tenders, bid production, service design, technical demonstrations and service implementations.
Qualifications
Essential Technical skills.
Tier 3 Global/Enterprise Network support background
At least one or more of the following: CCNP\CCIP\CCVP
Detailed knowledge of OSPF, BGP, EIGRP, and other common network protocols
Highly skilled in MPLS / IP VPN technology
Desirable
CCNP Voice:
IPT Platforms Knowledge – Cisco, Nortel, Avaya, Microsoft OCS, UCS , Microsoft lyncs
Detailed routing and switching knowledge
Knowledge of Checkpoint / Cisco Security products & technology incl. VPN configuration, implementation and management across major HW vendors.
Solid experience of all Cisco hardware especially configuring Cisco family of routers and switches
Conditions Of Employment
Voluntary terms apply as such there is no relocation support available.
Basis of Rating
Factors taken into consideration in assessing candidates include experience, knowledge and skills applicable to the role. There will be an element of automated ranking based upon the information entered by the candidate; however, the final decision to interview will be made by recruiting managers.
Who may apply
Suitably qualified people (BT people and those on a fixed term/short term contract). BT Managers and Team Members with an overall assessment of Development Needed or better. Agency people are not eligible to apply.
Closing Statement
Selection will be by sift, followed by interview of the most suitable candidates. There is no right of appeal against non selection. We are committed to equal opportunities through a policy known as "Valuing Diversity". This aims to ensure that no individual receives unfavourable treatment on the grounds of gender, age, religion/belief, marital status, disability, race or ethnic origin, sexual orientation, gender identity/expression or caring responsibilities. Starting pay on appointment increases are currently subject to tight budgetary controls. Increases are not guaranteed in these circumstances.
