Technical delivery professional

Job Req ID:  2147
Posting Date:  12-Jan-2023
Function:  Engineering

Hatfield Business Park, Hatfield, United Kingdom

Salary:  Competitive Salary

Technical Delivery Professional

This role can be based in the following locations – Hatfield only


About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.


You’ll have the following responsibilities

• Utilising experience and evolving ability to bring about resolution of incidents, service requests, changes or problems from customers relating to BT Enterprise product portfolios to the appropriate 2nd line standard and avoid unnecessary cost for BT 

• To respond within designated service levels to inbound calls and incident tickets to deliver high levels of diagnostic support to customers.

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

• To be the technical authority for escalated cases at 2nd line level and to ensure all parties are fully informed and advised of recommended technical actions to deliver rapid resolution.

• To escalate incidents and requests where necessary in a timely fashion to senior technical experts.

• Performing as an integral member of the team providing support to customers. To respond and provide Technical Support upon request on incident, change and problem management functions 

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

You’ll have the following skills and experience

• Supported Cisco LAN / WAN / IP Telephony (Unified Communication) and /or Wireless Network environments in either design or 2nd level support

• Knowledge of SD WAN and Meraki products

• Good understanding of TCP/IP, Routing Protocols, QoS, and networking principles.

• Strong analytical problem solving skills including network troubleshooting capability 

• ITIL v4 Foundation level awareness / qualification.  

• Self-motivated and keen to develop additional skills

• Good technical coaching ability

• Demonstrates leadership and taking ownership of complex issues.

• Effective time management skills & ability to prioritise workload

• Must hold a current industry Recognised Qualification (e.g. CCNA )

• Knowledge of BT Remote management tools (e.g. Cisco, Entuity, SMARTS, NMDB etc.) 

•    Competitive salary
•    % on target bonus
•    25 days annual leave (plus bank holidays), increasing with service
•    BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•    Huge range of flexible benefits including cycle to work, childcare vouchers, healthcare, season ticket loan
•    Option to join BT Shares Saving schemes
•    Discounted BT products including broadband and BT Sport
•    Access to 100’s of retail discounts including the BT shop



Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..