Service Reliabi_ Engineer

Job Description

* Your title Your subtitle -->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 Front line, technical customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and living the 3 BT values) such that customers that they contact/contact them are left delighted with the experience. Providing in-depth technical support to customers through solution monitoring, localisation and remote repair. Undertake Incident, Problem, Event and SACM activities as part of the multi skilled role. Youll have the following responsibilities q Providing in-depth technical support to customers through monitoring, localisation and remote repair q Technical understanding of solution level offerings, with ability to continually develop knowledge with new offeringsq Technically aware customer service engineers who demonstrate excellent customer care skills (e.g. owning, driving and communicating) such that customers that they call/call them are left delighted with the experienceq Cooperating with other levels of support (Technical Hubs, Platform teams and Suppliers)q Manage supplier activities (e.g. proactively driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)q Contributing knowledge and experience to help improve processes and systems through continuous improvementq Proactive and effective jeopardy management, including accurate adherence to the escalation processq Identification of underlying problems and driving through problem management to resolution (PM)q Support Event Management team in proactive event analysis to identify trends requiring attention from event management or problem management (EM & PM) by providing constant inputs where applicable.q Capture, analyse and report inventory related issues as part of BAU incident management to SACM/SRMs so that a cleanse of asset and configuration items (SACM) be performed.q Ensuring adherence to SLAs by all teams involved in resolution, and keeping the customer informed proactivelyq Participating in technical training, knowledge sharing and creating Knowledge management articlesq Attends and contributes to team stand-up meetings and problem solving sessions. Eager to collaborate and share knowledge with other team members.Proactively raise improvement opportunities, and own small, incremental bugs to completion. Youll have the following skills & experience Qualifications: q ITIL Foundation highly desirableq CCNA (or similar level of knowledge) Skills/Experience: q At least 12-24 months relevant experience q Full level understanding on 2-3 technologies or Expert level understanding on 8-15 technologiesq Basic level understanding of LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/DMVPN/IPSEC/Voip/ISDN/ SIP/Cloud technologiesq Intermediate level of Cisco Data(Routing and Switching)q Basic level of understanding of ISO 20000q Full level of Understanding of the BT products solutions to a solid basic level (e.g. same as Sales roles) and in depth BTs operational/service processes would be beneficialq Solution monitoring and multi-layer troubleshootingq Intermediate level Technical understanding of architecture and design flowsq Ability to organize and attend on international conference call and discuss technical issuesq Experience in operation of end to end customer solutionsq Excellent communication, Interpersonal and Negotiation skills - internally, analytical thinkingq and customer facingq Self-starter, able to work with minimal guidance and supervisionq Team-player eager to learn and also share skills and experienceq Enthusiastic and pro-active with a desire to improve service for the customer, and other internal usersq Keen learner and support CI environmentq Stakeholder management (Account Team) with internal and external customers COVID-19 Notice : We ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We ve moved to virtual hiring until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety. 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.Were now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And were 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 youre interested in the power of potential, why not join us today and release yours You can read more here about what its like to work at BT How to Apply Its easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Dont worry if you need to make changes - youll have the opportunity to review and edit your work on the final page. We look forward to receiving your application, *.

Keyskills :
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