Technical Support Engineer (L3)

Job Req ID:  1489
Posting Date:  23-Sep-2022
Function:  Engineering
Location: 

Aberdare, United Kingdom

Salary:  Competitive

Technical Support Engineer (L3)

Heathrow

 

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.

 

Purpose of Role: 

 

  • The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working solution, if necessary together with other disciplines. 
  • The resource requirement would be for 3rd line LAN, WAN and WLAN expertise and should be able to work in dedicated environment supporting complex customers.

 
Key Responsibilities: 

 

  • Managing complex conversations with internal teams, customers, 3rd party support teams and higher management about complex technical and network issues
  • Being able to describe, follow up and solve technical issues and claims with vendors and 3rd party support teams
  • Having direct responsibility for completion of technical support deliverables defined in the project plan included but not limited to Cisco and Juniper routing, switching and WLAN configuration and validation in accordance with customer requirements
  • Troubleshooting complex network issues as being a part of the 3rd line support team
  • Troubleshooting and identifying the root causes of technical issues in cooperation with internal and external technical teams
  • Maintaining incident tasks to ensure steps and outcome of technical investigation is fully documented
  • Working in a team environment on multiple projects, liaising with project management teams, third-line engineers and service desk engineers on a regular basis
  • Securing network systems by establishing and enforcing policies, and defining and monitoring access;
  • Providing 24 hour On Call Support as required
  • Assisting in design, engineering, testing and rollout of new solutions
  • Developing long-term relationships with external customers
  • Keeping up to date with the latest development of communications technologies, in particular where related to Cisco and Juniper
  • Providing training and consultancy where appropriate

 

Business Impact: 

 

  • World-class technical contributor 
  • Significant impact on customer satisfaction.
  • Key contributor to successful implementation of data services, so that project milestones and deadlines can be succeeded
  • Having direct impact on meeting the contractual SLAs

 
Skills/Experience: 

 

  • In depth understanding of WAN/LAN/WLAN technologies in Cisco and Juniper environments
  • Knowledge of the following technologies and protocols: TCP/IP, TACACS, AAA, SNMP, Common file transfer protocols, ZBFW, NTP, FHRP, STP, Port Security, Common enterprise routing protocols
  • Network security awareness
  • Experience in design, configuration and troubleshooting of networking products
  • Excellent communication skills, particularly the ability to communicate with people who are not technically trained
  • Recognising the importance of customer focus and/or of serving the needs of the end user in line with the business requirements
  • Having the ability to take on a variety of tasks and to prioritise workload
  • Working with a cooperative and positive attitude in a group setting to achieve common goals
  • Focusing on all aspects and details of a task and delivering the output with high level of accuracy
  • Taking the responsibility and taking care of the consequences of making a decision

 

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..