Senior Support Engineer

Why this job matters

Our Mobile Network is at the heart of everything we do; from sending a text, to watching the latest YouTube sensation. It’s constantly evolving, and we’re at the forefront of technology for the next generation of cutting-edge mobile networks and services. Our Network Engineer apprentices play a key part in making sure that continues. 

The Mobile Operations teams support and manage system and service performance of services for Mobile Voice and Data services for all mobile brands and MVNOs, 24 hours a day, 7 days a week, 365 days a year. 

What you’ll be doing

Be a recognised technical expert for a minimum of 2 systems/services within the teams remit. 
ability to ensure that all platforms/systems/services in your control achieve the agreed availability target. Ensure that adequate expert support is available 24 x 7 x 365 
Recommend changes to procedures and processes to improve service availability, data integrity and service/system performance.  
Represent and lead Operations responsibility in projects. Ensuring design and support models are fit for purpose. 
Support and implement the strategy for the technical area of the team, deploying new systems, configuration changes, managing upgrades and maintenance, whilst maintaining a high level of service availability, operational efficiency and quality. 
Stability:  Responsible for specifying, building, securing and supporting environments that enable subscriber services to function within the mobile core network, providing expert support for all systems within the 2nd Line Mobile Operations department 
Stability:  Produce infrastructure management documentation such as support documents, fault finding documents & expert advice.  
Mentor and train team members 
Lead on your technical area of responsibility to ensure that ESN requirements are adhered to in order to meet Home Office audits and SLAs. 
Lead technical aspects of post incident reviews, driving technical improvement opportunities identified in relation to service improvement plans. 
Participate in vendor Operational Review Meetings, leading on workstreams where appropriate, ensuring Opex well spent and value add delivered by our suppliers

Skills

Industry recognised and marketable accreditation or equivalent experience. 
Proven experience in supporting a large-scale firewall estate. Fortinet and/or Checkpoint preferred. 
Hands on experience with the full operational life cycle of firewalls e.g. build and deployment, configuration, troubleshooting, upgrading, and patching. 
Good understanding of data networking protocols, specifically TCP/IP, load balancing, and routing and switching. 
Experience with Network virtualisation technologies is an advantage. e.g. SDN/NFV/NSX-T  
Awareness of TSA (Telecommunications Security Act) is a distinct advantage  
Experience of dealing with internal and external business customers, third party suppliers, and providing reliable communication between all parties. 
Experienced in a 24x7 real time, service support environment 
In depth experience of handling & resolving operational incidents, delivering complex solutions successfully. 
Good awareness and understanding of the commercial aspects, implications and limitations of supporting the estate. 

Benefits

Annual On target bonus 10% (personal and company multipliers)
BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
Life Assurance
Direct share scheme
Exclusive colleague discounts on our latest and greatest BT broadband packages
50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
Discounted EE TV including TNT Sport and the NOW Entertainment membership
Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
25 days annual leave (not including bank holidays), increasing with service with buy holiday option
Volunteering days so you can give back to your local community
Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.