Technical Support - Specialist Services

Recruiter: Lloyd Hughes
Hiring Manager: Martin Baldwin
Career Grade: E

Due to the sensitive nature of this role, you will be required to undergo DV (Developed Vetting) level Security Clearance (https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels). An allowance of £5k per annum may be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses. We deliver vital work at scale, with real breadth and impact. We connect for good.

You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

About the role

To manage, operate, and assure a large, complex, and highly secure Managed Service supporting critical UK national infrastructure and HM Government Defence operations.

The role operates under the direction of the Operational Service Manager (OSM) and Platform Technical Team and carries direct responsibility during shift for service resilience, security assurance, and operational stability, contributing to a brilliant customer and employee experience.

What you’ll be doing

• Whilst on shift, be responsible for ALL 1st and 2nd Line operational activities for a large, complex, highly secure Managed Service.
• Operate strictly in accordance with all platform and building SYOPS, processes, procedures, and local work instructions, including any BT or Customer directed sub activities, as authorised and directed by the OSM.
• Maintain full awareness of operational priorities, security posture, and live service risk throughout the shift
• Core Networking and Routing Technologies Security and Boundary Technologies IT, Server, Virtualisation, and Infrastructure Technologies Voice and VoIP Technologies Environmental systems, including power, cooling, and intruder detection technologies
• Ensure all technologies and infrastructure remain in an R0 Operational State (immediate readiness).
• Support the platform team in regular testing, exercising, and development of service capability, as directed by the OSM.
• Identify, escalate, and support resolution of incidents and service degradation in line with operational procedures.
• Assist in attaining and maintaining the strictest government and MoD security assurance and accreditation for the Managed Service.

Essential Skills / Experience

• Operational Experience: Proven experience supporting secure, highly available Managed Services within regulated or classified environments.
• Technology Awareness: Working knowledge across networking, infrastructure, security, virtualisation, and environmental systems within secure operational estates.
• Stakeholder Management: Ability to work collaboratively across virtual and on site teams, multiple BT Lines of Business, third party suppliers and contractors, and customer/user authorities.
• Procedural Discipline: Demonstrated ability to operate strictly within SYOPS, processes, procedures, and local work instructions.
• Teamworking: Commitment to inclusive behaviours, collaboration, and the One Team ethos.

Desirable Skills / Experience

• Business Acumen: Awareness of business strategy and the drivers of organisational performance, including people performance and financial literacy.
• Experience working within secure Network Operations Centres (NOCs).
• Familiarity with incident, problem, and change processes within managed service environments.

Our Package

When you join our team, you'll play a role in delivering work that makes a real difference across the UK. In return, you'll be rewarded with a market-leading Total Reward package that reflects the value of your skills and expertise. From structured technical progression and industry-recognised training to generous family support and flexible benefits, we're committed to helping our people succeed at every stage of their career journey.

• A structured Technical Progression Pathway to recognise and reward appropriate technical people.
• Competitive DV market aligned salaries
• Tiered role based DV allowance of up to £5k per annum
• World-class training and development opportunities
• 10% on target bonus
• 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.
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• New BT Better Workplace working environments at strategic locations across the UK
• Huge range of flexible benefits including an EV salary sacrifice, cycle to work, healthcare, season ticket loan, additional annual leave
• On-call allowance (Depending on role requirements)
• Access to 100’s of retail discounts including the BT shop
• 24/7 private virtual GP appointments for UK colleagues
• Option to join BT Shares Saving schemes
• 25 days annual leave (not including bank holidays), increasing with service
• 2 weeks paid carer’s leave
• Discounted broadband, mobile and TV packages
• Enhanced life assurance of up to ten times base salary

Security is one of the fastest growing parts of our global organisation. We are protecting our networks from more than 6,500 cyber attacks each day, investing over £40m in research each year - and in employing nearly 3,000 people, we’re also the largest private cyber employer in the UK. With incredible opportunities to learn, develop and grow your skills, we’ll invest in you, nurture your potential and shape your future – whatever your background or experience.

In today’s world, safe and secure digital connections have never been more vital. You’ll be joining a global company operating at the forefront of the information age: BT employs 90,000 people in 180 countries. With huge scale, we’re capable of achieving great things, striving to be personal, simple, and brilliant for our customers whilst creating an inclusive working environment where people from all backgrounds can succeed. Play your part. Make a difference. We are the Protectors.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.