Service Desk Engineer Level 2

Job Req ID:  3906
Posting Date:  16-Jan-2023
Function:  Software Engineering

Grand Canal Dock, Dublin, Ireland

Salary:  Excellent salary and benefits

Service Desk Engineer


BT Ireland

In Ireland, we operate globally and deliver locally, serving multinational corporations, indigenous exporters and public sector organisations in every segment of the Irish economy, as well as other major communications providers through our wholesale channel. Our portfolio is a powerful combination of cloud services, global networking, IT integration, carrier voice and data services, contact centre solutions and professional security expertise, enabling customers to solve complex business communications requirements on a global scale.


Our service desk sits at the very core of our customer centric approach. Each of our support engineers act as the front line with our customers and we are judged on each and every interaction with those customers. This is a crictal role to ensure we delivery a quality service that forms the link between product, excellent delivery and incident resolution.

What you’ll be doing

You will provide a first & second line level of support to our customers between the hours of 9am - 6pm Monday to Friday for Voice and Broadband services. 

The key elements of your role include:

•            Technical support on Voice, WLR, Broadband & Domain Names

•            Troubleshoot provisioning orders that have gone for a non standard delivery

•            First & second line troubleshooting with the end-customer and on the core network

•            Answering customer calls within the agreed SLA

•            Manage tickets logged on ticketing systems through to resolution while maintaining SLA’s

•            Liaise closely with customers and suppliers to get the satisfactory resolution of tickets logged

•            Manage customer communications on major incidents

•            Build an excellent working relationship with customers and our key suppliers


Skills required

Required Qualifications & experience for this role:

•            Previous experience working in the telecommunications industry very desirable.

This would include good knowledge of telecommunications products and services specifically WLR, LLU, and NGA

•            Previous experience of carrying out troubleshooting on broadband products LLU, NGA, CGA

•            Understanding of core network topologies

•            Strong verbal and written customer communication skills

•            Ability to establish internal and external relationships and to work well within a team

•            Ability to build positive working relationships with internal/external suppliers and customers

•            Exceptional customer focus with a can do customer centric attitude

•            Working knowledge of Microsoft Office – Excel, Word, and Powerpoint


Desirable Qualifications & experience for this role:

•            ITIL V4 Foundation Certified


Here at BT Ireland, our purpose is to Connect For Good and to have a positive impact on people, planet and society. We’re very proud of our accreditations as a Healthy Place To Work (Great Place To Work Institute) and as a Responsible Business leader (Business in the Community/NSAI).

One of our highest priorities is being a diverse, equitable and inclusion organisation, and our aim is to foster a sense of belonging among employees and to support everyone to reach their potential with us.

Other great benefits include:

Life Assurance from 1st day of employment – 4x salary

We provide healthcare cover & permanent health insurance (income continuance)

You’ll have the opportunity to buy BT shares

Discounted BT products – like free broadband if our service is available at your address

Access to excellent training tools, programmes and communities to help you connect, learn and grow.

Encouragement of Flexible working – locations and hours of work

There’s also great support for working parents

22 days annual Leave (rising to 25 days with length of service) + bank holidays and an opportunity to buy up to five more days every year