2nd Line Secure Technical Support Analyst 24 / 7

Salary Not Specified

BT Group, Ellenbrook, Welwyn Hatfield

Full time
Permanent
Onsite working

Posted today, 27 Nov | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: d16c6cd4e5b04d37a1a620d6c1fedbf8

BT Group

Full Job Description

Utilise technology and experience to resolve technical incidents, service requests, and customer queries relating to the network and security portfolio.
Handle customer requests in line with SLAs and, when necessary, escalate incidents to 3rd line resolvers in a timely manner.
Working productively with all Business units and 3rd parties to promptly resolve issues, sharing knowledge with the team when appropriate.
Effectively managing information relating to customer incidents or service requests, communicating the events progress to customers, colleagues and 3rd parties.
Perform within the 2nd Line Networks team to provide 24x7x365 service to BT's customers.

To deliver 2nd line technical service to various BT customers in line with business standards and processes. The 2nd Line Engineering Professional is primarily focused at pro-active and re-active activity to ensure continual service delivery and improvement to our customers. The 2nd Line Engineering Professional Shift role requires a skilled technical engineer who is an innovative, engaging, driven individual and has a proven record of achievement., External professional accreditation in the network service field, such as CCNA.
Technical knowledge within one of the areas of routing and switching, security or wireless technologies.
The ability to resolve complex issues while maintaining customer satisfaction.
Effective communication via the appropriate channels.
The ability to professionally manage stakeholders, both internally and externally.
Experience with Cisco WAN and LAN technologies, IP addressing, VLANs etc. (Mandatory)
Effective Communication, including verbal and email writing
If not already held, to be able to obtain SC/NPPV3/MET level security Clearances (Mandatory)

Competitive Salary
10% on target bonus
BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
From January 2025, 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.
25 days annual leave (not including bank holidays), increasing with service
24/7 private virtual GP appointments for UK colleagues
2 weeks carer's leave
World-class training and development opportunities
Option to join BT Shares Saving schemes.