Service Reliability Engineer (network)

Why BT International

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. 

With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.

If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

PURPOSE OF ROLE:

• To receive faults and enquiries from our customers and to log, diagnose, resolve, progress, chase, escalate, update and give feedback on these and any other customer service related issues – to be the customers champion and ensure all problems are resolved as quickly as possible – preferably on the first call.
• To maintain PCA and other performance targets.
• Ensure handovers are adequate to maintain customer satisfaction and performance targets.

KEY TASKS AND RESPONSIBILITIES:

• Telephone calls to be answered within 15 seconds
• Alarms, emails & Expedio are closely monitored, actions taken within target time based on the progress  & SLA agreed with the customers, ensure no ticket missing related to the incident.
• Accurate recording of all customer fault reports / enquiries on relevant system(s).  Carry out primary diagnosis and attempt to clear faults / enquiries on first call.
• Communicate accurate information to engineers / third parties to assist them to clear faults or enquiries.
• Monitor progress of faults / enquiries to ensure resolution within set target time.
• Case Manage faults to resolution.
• Follow guidelines on escalations and escalate problems and delays as necessary.
• Manage “escalation” as they arise at Level 1 escalation point .
• Open, follow up and close the tickets and meet the average level in terms of the volume of tickets handled, ensure ticket is followed up in timely manner.
• Keep customer informed through the whole incident/change life cycle according to the agreed process between BT and the customers.
• Ensure TTS Queues are managed and repair performance targets maintained.
• Fully comply and follow the centre best practices, security policies & regulations based on ISO 27001
• To complete the tasks assigned by TL or TM as when required.
• Ensure the health and welfare are in accordance with BTs health and safety policy
• To access, use or disclose customer information only when needed for the job in accordance with BTs security policy. Any other access, use or disclosure of customer information may only be made on receipt of additional authority in accordance with BT information security. To ensure  to safeguard sensitive customer information.
• Ensure to understand the regulatory, fair trading and competition rules and have an awareness of the BT Code of Practice relating to daily work sufficiently to be able to comply with, relying on the knowledge or  ability to recognise when are needed for specialist support.
• Actively participate the training required to develop the skill and capability and 100% compliance with company training requirement.
• At least 1 SOP development and 1 BP/LL/Case study sharing per month among team.

QUALIFICATIONS:

• Graduate/ Eng Degree preferably in Telecommunications
• Cisco certified at CCNA level will be a plus

SKILLS/EXPERIENCE:

• 2 years experiences
• Customer service in a technical helpdesk function
• Knowledge on Routers, modems or Voice Switches and WAN Technologies will be preferred
• Ability to cope with pressure
• Ability to manage time effectively
• Knowledge of voice and data networks
• PC skills- Excel, Word, Email systems
• Language Requirements- Fluent English and Chinese (Korean & Japanese will be a plus)