BT 2nd Line Networks for RMG in Chesterfield, United Kingdom

2nd Line Networks for RMG


Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

To deliver 2 nd line technical service to MCS customers (typically routing, switching, security and wireless products), in line with business standards and processes. The role is primarily focused at pro-active and re-active activity to ensure continual service delivery and improvement to our customers

What you'll be doing

  • Utilising experience and evolving technical ability to bring about resolution of technical incidents, service requests, changes or problems from customers relating to “network and security” portfolio

  • To deal with customer requests in line with Service definitions and SLA’s

  • To escalate incidents and requests to 3 rd line resolvers or vendors in a timely fashion.

  • Performing as an integral member of the 2 nd line Networks team providing 24x7x365 service to BT MCS customers

  • Management of information relating to customer incidents or service requests, and the effective communication of progress of such events, to customers, colleagues and 3 rd parties.

  • Managing incidents and service requests for SPOC services, providing technical input and management of 3 rd party.

  • Adherence to BT processes and procedures

  • Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager

  • To work effectively and productively with all BT business units and 3 rd parties to bring about timely resolution of technical issues

  • Ability to lead by example and share knowledge to non-senior members of the team

We'll also need to see these on your CV

  • Demonstrable experience, working with network and security products in a technical capacity.

  • Cisco certified to Associate level (CCNA) or other vendor equivalent qualifications

  • Professional interaction at all levels (i.e. customer-facing, inter-departmental, third parties).

  • Technical knowledge and exposure to at least one of - routing and switching, security, and/or wireless technologies

  • Self-motivated and keen to develop on a technical development path

Desirable Experience and Skills

  • Effective time management skills & ability to prioritise workload

Why choose us?

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: IT & engineering

Title: 2nd Line Networks for RMG

Location: GBR %26 Ireland-GBR-Derbyshire-Chesterfield

Requisition ID: 97984