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Technical Support 2nd Line

Posted: 21 Jan 2022 Closes: 2 Feb 2022
London, United Kingdom Competitive with great benefits
Permanent & Full-time BT_173002

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Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we've got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you're welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team's deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you'll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

You'll be creating customer order and reception functions for IUS Voice & Conferencing services orders. You'll integrate new services onto the IUS network and ensure that the security and integrity of the IUS Voice & Conferencing Services are maintained in line with the IUS SyI

You'll provide technical support in the event of failure or to support business continuity, as well as 1st & 2nd Line technical support to the IUS Voice services and provide ongoing support for the Operational day to day management of platform specific provision and repair activities.

You'll have the following responsibilities

Order Reception and Validation: You as the job holder are to provide an order and reception function which will come in line with the Service Management best practices section of ITIL. These areas will include but are not limited to:

- Problem Management - Finding the root cause of frequent recurring incidents by capturing information in a knowledge base.

- Knowledge Management - The order and reception should have a system that improves operational efficiencies by reducing the time spend to rediscover previous incidents or problems.

Commissioning. Part of your main task as the Job Holder is to be able to commission new services onto the Network following the laid down guidelines. Some of the tasks you are responsible for are listed below:

- Ensuring that equipment works to its specification

- Investigating problems, diagnosing/repairing faults

- Providing technical support

Technical Support. You as the job holder are to monitor and maintain the networks you are responsible for and to be able to offer technical support to the customer and colleagues alike:

- Monitoring and maintaining networks

- Coaching staff or customers through a series of actions to help set up systems or resolve issues.

- Troubleshooting systems and network problems

You'll have the following skills & experience

- Technical Knowledge - A high knowledge of a Windows environment and its applications. A good knowledge of Solarwinds, Cisco ISE and all CUCM components. A great understanding of Layer 2 and Layer 3 devices.

- Analytic and System Vulnerability skills - Ensuring the network infrastructure is Secure, stable and uninterrupted for business.

- Productive management of time - be able to analyse system logs, adapt to new technologies, perform routine audits.

- Greater Knowledge - Be able to understand how different networks fit together and how they affect each other.

- Communication Skills - Needs to have strong interpersonal and communication skills with all elements of the business.

Please note:

- This role is based within a London office, and due to the nature of the work, cannot be completed remotely.

- This position requires DV level Security clearance, the prerequisites for which include having lived in the UK for the last 10 years. Ideally you'll already hold this level of clearance, however we will consider applications from those who do not currently hold it, but are eligible and willing to go through this process.



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:

- Competitive salary and on-target bonus plan

- World-class training and development opportunities

- 25 days' annual leave (not including bank holidays)

- Discounted broadband, mobile and TV packages

- Share option and pension scheme programmes

- Flexible benefits to fit around you

BT is an equal opportunities employer. We're working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be - so, if you're selected for an interview, please let us know if there's any adjustments we can make that would be helpful for you.

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

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
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