1st Line Support Engineer

Job Description

Why This Job Matters:

Do you thrive on delivering exceptional customer experiences? Are you passionate about ensuring businesses stay connected and succeed?

This role is at the heart of providing a best-in-class customer service experience to all our customers. As a vital contributor to our market-leading proposition, you’ll play a key role in ensuring the satisfaction of our communication providers and delivering against critical performance measures.

Your work will keep our customers’ passion for their business alive, as you proactively monitor their IT infrastructure and provide timely first-line fixes to their staff. This isn’t just a job; it’s an opportunity to make a meaningful impact on our customers' success every single day.

What You’ll be Doing:

• You will be accountable for ensuring all ticket ingress is picked up and worked and delivering a fully managed solution through proactive monitoring of the customer estate.

• You’ll be responsible for ensuring calls are answered within a timely manner to allow us to drive SLA performance.

• You’ll be accountable for ensuring high priority incidents are picked up and handed over to our Major Incident Management team to reduce our customers degradation or outage time.

• Ensure that reported faults and Service and requests are responded to in line with SLAs and all Company Policies and Procedures

• Provide an effective, professional response and solution(s) to reported Incidents/Requests and restore normal service efficiently

• Take good care of all Company supplied tools and equipment

• Proactive 3rd party management and quick response to associated escalations

Skills We Require Of You:

• Good interpersonal skills, polite telephone manner, effective communicator at all levels
• Understanding of the workings of a Service Desk and ITIL aligned processes
• Effective listening skills and excellent attention to detail, in respect of dealing with 1st line user queries, requests and faults.
• Active Directory account administration and Exchange and O365 account administration.
• MS Products – Teams, SharePoint, Streams and Windows Server folder administration. SCCM deployment.
• Ability to work to deadlines and work as part of a team, able to prioritise own workload and often be self-reliant
• Work well under pressure, good time manager, good team worker, ability to multi-task.
• Remain professional, tenacious and persevering in all situations
• Knowledge and appreciation for customer environment and challenges would be advantageous

What we'd like to see on your CV:

• Experience of working on a 1st line service desk or service request analyst.
• Experience of working in a customer focused environment.
• Essential communication skills, maintaining relationships, standards of quality of work, personal presentation and personal conduct
• Use of Microsoft Applications such as Office 365, Exchange, Teams, Skpye etc.
• Experience in Microsoft Server Administration, including Active Directory, SCCM.
  
  This role will require SC level Security Clearance. We'll be looking for you to be eligible to meet the minimum criteria. British National or UK Passport holder for 5+ years.

Your Benefits:

• Competitive Salary
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages and access to 100’s of retail discounts including the BT shop

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.