2nd Line Delivery Engineer

Job Description

Why this job matters

The Service Delivery Professional supports service execution for multiple customer accounts, proactively managing customer needs to ensure the highest levels of customer satisfaction, and that expectations are met and surpassed.

Roles and Responsibilities

To enable the technical end to end smooth delivery of Standard Matrix Converged Solutions by taking a WAN Design Concept / change control into a working Solution.
To commission and migrate customer devices in line with agreed commissioning processes/procedures and customer bespoke requirements.
Ability to manage own time and workload, highlighting and any issues or concerns back through the delivery or management team.
To have excellent IT literacy skills and have a specific knowledge and understanding of system applications and how they work (in relation to specific products and software/application builds).
Good communication skills

Business Impact:
Impacts on the business by delivering RFT portfolio solutions as an agent for BT, delivering outstanding customer service which is key to promoting the BT Brand globally.
Will institutionalise process ownership, control and reporting to drive continuous project and process improvement. Delivering higher end to end RFT, RCT & OTD.

Authority/Decision Making:
Ability to contribute to decisions on the technical delivery against the customer contract and process guidelines.
Will seek higher authority on any matters that exceed expected budget limits or technical discipline.

Skills

Candidate must be CCNA trained, certification is preferred.
ITIL foundation is preferred.
Willing to work in 24x7 environment.
To collate required network design attributes with reference to routing protocols and other technical criteria.
Actively monitor job logs to ensure all work is picked up within agreed timescales
To ensure all calls are answered in line with the agreed measures.
To assist the PM team on technical queries and issues.
All technical issues to be escalated to 3rd line support within the documented SLA.
Will take a pro-active interest in their PDP & be committed to learn from internal and external based courses and convert the skills learnt into productive work.
Take time to look at improvements in our processes and procedures to help make us more efficient.
To actively support line management on own personal development in line with the Pan BT Global Capabilities – The Two Way deal.
Represent the Company in line with BT values.
Ensuring that;
All orders fully meet the Customer’s requirements
All works instructions are produced in a timely manner to meet Customer expectations
To embrace change.
Customer edge WAN equipment Installation, Commissioning and Service Delivery
Responsible for troubleshooting activity with the field engineer for restoration of faulty services, links, and nodes.
To enable the technical end to end smooth delivery of Standard Matrix Converged Solutions by taking a WAN Design Concept / change control into a working Solution.
Documenting issues in CLARIFY, updating CAMS, Config Template for onsite field support with the help of Configstore. Low level documentation (configuration Templates) creation of Migration activity.
Monitor the nodes through NMS loader and to upload all the device ADSL, IPCLEAR, Ethernet Flux etc. information and services.
Configurations to be implemented and their impact on an existing network
To collate required network design attributes with reference to routing protocols and other technical criteria.
To commission and migrate customer devices in line with agreed commissioning processes/procedures and customer bespoke requirements.
Process ownership, control and reporting to drive continuous project and process improvement.
Delivering higher end to end Right First Time (RFT) and Reducing Cycle Time (RCT)
To prepare the Project status tracker consisting of all circuit details which are supposed to be shifted.
To prepare the Project status report/tracker & send for management approvals.
To meet the units targets for both Right First Time (RFT), Cycle Time (CT) &On Time Delivery (OTD).
Monitoring Omnibus & Solaris creating the loopback for testing.
Installation of the WAN equipment in agreed locations. Running the network routes to provide the connectivity required.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.

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.