Join BT Group as a 2nd Line Data Engineer in IND Gurugram - Tower B and C. This full-time role provides 24x7x365 diagnostic support, troubleshooting, and managed networking services to customers using market-leading products.
Requirements
Experience supporting LAN, WAN, Wireless and SD-WAN environments.
Strong knowledge of Cisco, Meraki, TCP/IP, Routing Protocols and QoS.
Experience with ServiceNow (SNOW), NGSD and ITSM ticketing tools.
Good understanding of ITIL Incident, Problem and Change Management.
CCNA or equivalent industry certification is preferred.
No specific degree or minimum years of experience stated.
Skills & Responsibilities
Routing and Switching: Troubleshoot and resolve complex network incidents and service requests across LAN, WAN, and wireless environments using TCP/IP, Routing Protocols, and QoS.
ITSM and Ticketing: Manage incidents and customer communications effectively using ServiceNow (SNOW) and NGSD in alignment with ITIL frameworks.
Change Management: Execute technical changes, impact assessments, risk reviews, and peer reviews adhering strictly to change governance.
Fault Diagnosis: Perform Root Cause Analysis (RCA) and produce technical documentation to drive issue resolution and service restoration.
Potential transition routes: People from Network Support Analyst or IT Helpdesk roles may bring troubleshooting and ticketing experience, alongside meeting networking and ITIL understanding requirements.
Job description
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About the role
The team provides 2nd line diagnostic support and managed services to our customers through the use of routing, switching, wireless technologies and IP Telephony (Unified Communication) products, 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.
What you’ll be doing
Act as the frontline operational contact for network-related incidents, service requests, and operational activities.
Provide 2nd Line support for BT Enterprise networking services, ensuring delivery within agreed SLAs.
Own and resolve complex incidents, service requests, problems and escalations.
Perform troubleshooting, fault diagnosis and Root Cause Analysis (RCA) across customer environments.
Manage tickets and customer communications through SNOW, NGSD and associated systems.
Execute technical changes, impact assessments, risk reviews and peer reviews in line with BT change governance.
Collaborate with customers, vendors and internal teams to drive service restoration and issue resolution.
Produce technical documentation, RCA reports and customer updates.
Support software upgrades, patching and platform maintenance activities.
Drive continuous improvement, process standardisation and operational excellence.
Essential Skills / Experience
CCNA certification is good to have.
Experience supporting LAN, WAN, Wireless and SD-WAN environments.
Strong knowledge of Cisco, Meraki, TCP/IP, Routing Protocols and QoS.
Experience with ServiceNow (SNOW), NGSD and ITSM ticketing tools.
Good understanding of ITIL Incident, Problem and Change Management.
Strong troubleshooting, analytical and RCA skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong customer, stakeholder and communication skills.
Demonstrated ownership, leadership and coaching capability.
CCNA or equivalent industry certification.
Desirable: Knowledge of DWDM, Juniper, DrayTek and BT product portfolio.
BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.
Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.
