2nd Line Secure Technical Support Analyst 24/7

Job Description

Why this job matters

To deliver 2nd line technical service to various BT customers in line with business standards and processes. The 2nd Line Engineering Professional is primarily focused at pro-active and re-active activity to ensure continual service delivery and improvement to our customers. The 2nd Line Engineering Professional Shift role requires a skilled technical engineer who is an innovative, engaging, driven individual and has a proven record of achievement.

This role is a Shift Role - Based in Hatfield - 3 days working onsite/ 2 from home.

For more information on BT Business then please visit the following link: UK & Global Business Broadband & Connectivity Solutions | BT Business

What you'll be doing in BT

• Utilise technology and experience to resolve technical incidents, service requests, and customer queries relating to the network and security portfolio.
• Handle customer requests in line with SLAs and, when necessary, escalate incidents to 3rd line resolvers in a timely manner.
• Working productively with all Business units and 3rd parties to promptly resolve issues, sharing knowledge with the team when appropriate.
• Effectively managing information relating to customer incidents or service requests, communicating the events progress to customers, colleagues and 3rd parties.
• Perform within the 2nd Line Networks team to provide 24x7x365 service to BT’s customers.

Skills and Experience

• External professional accreditation in the network service field, such as CCNA.
• Technical knowledge within one of the areas of routing and switching, security or wireless technologies.
• The ability to resolve complex issues while maintaining customer satisfaction.
• Effective communication via the appropriate channels.
• The ability to professionally manage stakeholders, both internally and externally.
• Experience with Cisco WAN and LAN technologies, IP addressing, VLANs etc. (Mandatory)
• Effective Communication, including verbal and email writing
• If not already held, to be able to obtain SC/NPPV3/MET level security Clearances (Mandatory)

Benefits of Joining BT

• Competitive Salary
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, 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.
• 25 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.