3rd line Technical Professional

Job Req ID:  1353
Posting Date:  22-Sep-2022
Function:  Engineering

Snowhill, Birmingham, United Kingdom

Salary:  Competitive with Excellent Benefits

3rd line Technical Professional

Customer site based – Peterborough/ Corby

Full Time – rota based 24/7


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.


Why Business Unit/Function


With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. With our Digital GS strategy we are moving to will help create a better future for Global and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.


Why this job matters

  • Protect the customers critical infrastructure and reputation by providing them with BT’s best available service and support.
  • Ensure interactions with customers and colleagues are respectful and courteous and represent BT in a professional way
  • Conduct yourself with pride, honesty and integrity in line with the BT Values.
  • To contribute towards providing a supportive environment built on collaboration and shared ambition. Where our leaders are challenging but supportive; where we celebrate success; where we are able to learn as we grow and where our people make customers feel valued by delivering great experiences
  • Supporting the Business Unit Goals by active participation in living/driving achievement of the goals embodied within the big bets template: Trusted customer relationship; End to End customer experience; integrated portfolio; Simplified systems and processes; values & ways of working.


What I’ll be doing – your accountabilities

  • Provide onsite 3rd line technical expertise while supporting and protecting LBG’s large enterprise network. You will be expected to understand and collate requirements and challenges that the customer provides, then act on them using your expertise in a timely and efficient way so as to provide the best service possible.
  • Collaboration with both customer and BT technical teams in the support of new and existing technology infrastructure, including design work and implementation, diagnostic and project tasks across the board.
  • Manage and work independently with external 3rd party suppliers and customer stakeholders where necessary.
  • Mentor and support 1st/2nd technical teams 3rd line colleagues as required along with other applicable parties within the wider community, including project managers, design staff and senior management.



Skills required for the job

  • Excellent relationship management skills when dealing with customer, 3rd party and internal colleagues.
  • Networking experience within data centre/ large enterprise environments encompassing a wide range of technologies (including and not limited to WAN, LAN, Security, Cloud, Wireless, Automation, Cloud, Voice and NetOps)
  • You lead collaborative ways of working and continuous improvement. You encourage their adoption where necessary to deliver the best results for the customer.
  • You can demonstrate subject matter expertise in complex, technical infrastructure, products and services. You are able to provide solutions to meet short, medium and long-term customer needs.
  • Cisco CCNP or equivalent professional experience



Experience you would be expected to have


  • Very strong Customer communication and relationship management skills (customer facing experience mandatory)
  • 5-10 years of networking experience on large enterprise networks of 100+ nodes or more



  • CCIE preferred
  • Experienced in troubleshooting large enterprise networks made up of various vendors
  • Experienced in designing and deploying network fixes to resolve service issues



About British Telecom
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.