Senior Technical Engineer

Why this job matters

This is a role within our service desk teams, working with clients offering technical support. You'll be our primary face to these customers on a day-to-day basis, so clear communication and customer service skills are a must!

What you’ll be doing

Key responsibilities:

• Providing support to 1st level desk colleagues with complex incidents
• Owning, leading, and driving issues and representing BT during technical conference calls
• Being exposed to a variety of internetworking technologies (MPLS, DMVPN, SDWAN, ZScaler, VoIP just to name a few) through supporting complex network solutions
• You will be a crucial part of operating and maintaining worldwide businesses for our customers in the pharmaceutical, manufacturing, automotive industry etc.
• Handling technically complex incidents and changes received through ticketing tools, emails, and occasionally calls
• Being responsible for cooperating with internal and external stakeholders and making sure you leave a lasting good impression
• Having the opportunity to learn from senior colleagues from a wide array of areas
• To be successful in this role, you must be a motivated and quick learner, possess strong technical problem-solving skills, and be someone who embraces challenges, constructively working together, sharing ideas and knowledge

This role will suit you if you have the following skills:

Soft skills:

• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Using all data and information available to analyze and understand a situation, with the aim of supporting decisions
• Ability to find root causes of problems and to focus on their quick and efficient solution

Professional skills:

• Network Technical troubleshooting
• ITIL knowledge
• Cisco certifications (CCNA/CCNP) Not Required but an advantage
• Being Familiar with Ticketing Tools (SNOW, REMEDY)
• In-depth understanding of LAN/WAN technologies is an advantage

Language skills:

• English on a fluent level
• Italian on a fluent level is an advantage

The skills you’ll need

• Troubleshooting
• Customer Service
• Escalation Management
• Continuous Improvement
• Health & Safety
• Network Delivery
• Network Security
• Network Testing
• Network Configuration
• Technical Documentation
• Network Integration
• Network Implementation
• Requirements Management
• Incident Management
• Event Planning
• Decision Making
• Growth Mindset
• Inclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and SafelyI inspire and build trust through self-awareness, honesty and integrity.Owning outcomesI take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customerI execute brilliantly on clear priorities that add value to our customers and the wider business.Commercially savvyI demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindsetI experiment and identify opportunities for growth for both myself and the organisation.Building for the futureI build diverse future-ready teams where all individuals can be at their best.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning, and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.