3rd Line Data Engineer

Why this job matters

Our purpose is to use the power of communication to not only make a better world but also for us to be number one for Service in the European business market. This will be achieved by doing our best for our colleagues and our customers, building the best networks and doing the best for our country, society and our communities.

This role provides technical support and managed services to our customers through the use of network technologies, 24x7x365 days a year.  By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.

The role requires a skilled technical engineer who is an innovative, engaging, driven individual and has a proven record of achievement.

What you’ll be doing

Your Accountabilities:

Utilizing experience and evolving technical ability to resolve technical incidents, service requests, changes or problems relating to the networks portfolio.

Deal with customer requests in line with Service definitions and SLA’s.

To escalate and manage incidents and requests to vendors in a timely fashion.

Management and documentation of information relating to customer incidents, service requests, change and problem, and the effective communication of progress of such events to all stakeholders in line with internal process.

Collaborate with all BT business units to bring about timely resolution of technical issues.

Ensuring continued development of product knowledge, known issues and troubleshooting techniques throughout the support teams.

Undertake personal training and development in line with departmental needs and in line with a Personal Development Plan as agreed with Line Manager.

Development of training, tools and processes to ensure teams increase and develop technical capability.

Perform as an integral member of the Networks team providing 24x7x365 service participating in an on-call support rota outside of core hours.

Support a SME for designated clients and technologies.

Contribute towards the pro-active review and maintenance of customer infrastructure.

Provide input and approval within the ‘Acceptance into Service’ process for new customers.

Ability to analyse complex technical problems

Tactful and patient with users/customer and all stakeholders.

Excellent verbal and written communication skills,

Answering user's queries over the phone, email, Request fulfilment tools/web portal.

Follow standard procedures to escalate any unresolved issues to the appropriate internal teams

Skills

Relevant Technical Qualification

ITIL aware (Preferred)

CCNP – Mandate

CCIE – Data (Preferred)

Skills/Experience required for the Job:

8+ years working exp. within a network integrator support environment as a Network professional.

Understanding of EMS products, customer IT systems and applications.

Rich experience on various network devices and services (e.g., routers, Switches {Cisco & Nexus}, Wireless Controller, Access point, Huawei and Multivendor Fire walls etc.).

In depth knowledge, experience and expertise on Cisco products (Data network and security) and complex troubleshooting.

Managing Routing Protocol like EIGRP, OSPF & BGP as per demand.

Good knowledge of different types of Network Module/ Cards, cables, stacks & other hardware.

Experience working across a service lifecycle.

Good technical foundation in network technologies, specifically Cisco technologies and associated management applications.

Advocate of service improvement and service transformation.

Well-developed organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.