2nd Line IT Engineer

Why this job matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

Working as part of a team, you will provide 2nd line remote support to incidents logged and escalated from the 1st Line Service Desk. Ensuring all incidents are vetted, diagnosed and/or processed so that they meet with contractual Service Level Agreements (SLAs).

You will also enable and ensure the support and delivery of end user support area as part of the overall BMS (Business Managed Service) Technical Services remit. You'll support the shared services support model, provide consultancy to internal and external customers, design assurance and training & knowledge sharing with upstream support teams.

The 2nd line IT Professional will be responsible for maintaining appropriate skills within the team to support existing and new customer requirements in line with the BMS Service Catalogue and portfolio. This role requires an innovative, engaging, driven individual who has a proven record of achievement and experience in collaborating across teams of highly skilled technical experts in an ITIL disciplined environment.  

What you’ll be doing

1. Delivering successful technical resolutions to complex customer issues escalated by first line.

2. Problem solving and and application of technical knowledge to unknown issues

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

4. Proactively driving own workload as well as reactively managing multiple tasks as escalated by customer and other EMS teams

5. Complex decision making to balance customer and business needs

Essential Skills

What we would like to see on your CV

1. Intermediate experience with following technologies: Active Directory – group policy management, SCCM – deployments, packaging, patching, reporting. Windows 10 – troubleshooting and support of EUC estate (7500 devices), Microsoft InTune – maintaining, Windows Defender – ensure compliance across the estate, Powershell and Office365

2. Recent experience in a similar IT support role

3. You have the ability to process complex ideas and think logically; you perceive and understand others

4. Excellent experience of technically supporting live operations in a managed service arena

5. The successful candidate must be willing to undergo Non-police personnel vetting (NPPV3), which requires residence in the UK for a minimum of 3 years

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

Benefits of working for BT include:
• 10% on target annual bonus 
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• Equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer’s leave 
• World-class training and development opportunities
• Option to join BT Shares Saving schemes
• Discounted broadband, mobile and TV package
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.