Third Line Engineer

Job Description

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.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.Qualifications you would be expected to have:Relevant Technical QualificationITIL aware (Preferred)CCNA certified (Mandatory)Skills/Experience required for the Job:3+ years working within a systems integrator support environment as a technical engineer.Understanding of EMS products, customer IT systems and applications.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., Qualifications:

• Typically engineering/science degree or has served a technical apprenticeship and obtained NVQ and further education technical qualifications (i.e. HND).
• May have obtained some appropriate recognised current accreditation to an external professional body and/or industry standard.
• Relevant professional experience.

• Demonstrates competence in own area and may still be acquiring higher level skill.
• Typically works with moderate guidance in own area of knowledge.
• Deepens knowledge/skills in one area or broadens ability over a variety of skills.
• Applies knowledge/skills to a variety of standard day to day activities.
• Identifies unusual technical problems
• Responds to client requests in non-standard situations, and investigates all the facts.
• Understands the key business drivers; and uses this knowledge to focus own work.
• Works to control costs related to own work.
• Identifies the problem and all relevant issues in straightforward situations; is able to generate possible solutions and assess each using standard procedures, leading to a sound decision.
• Prioritises and organises own work to deliver to agreed deadlines.
• Probes and listens carefully.
• Able to present information clearly and in an appropriate style to make technical information clear.
• Persuades others in straightforward situations.
• Able to contribute actively in team activities, sharing experience and ideas.
• Builds productive relationships internally and externally.
• Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider BT team.

Keyskills :
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