Advanced Network Technician 4

Job Description

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About the role

In BTI N&I Operations we monitor and manage BT’s global networks and Voice services, 24 hours a day, 365 days a year. This includes our core Global Fabric, MPLS, Internet, transmission and Voice networks that serve our BT global customers around the world. The role will require you to be part of an 24 x 7 operations teams to monitor and maintain our core platforms, ensuring we are putting our BTI international customers at the front of everything we do.

What you’ll be doing

• Monitor network & voice services, assess alarms/events, and identify service impact

• Own incidents end-to-end using ITSM tools, ensuring accurate updates and SLA adherence.

• Diagnose and troubleshoot faults, using logs, dashboards, and runbooks.

• Escalate issues appropriately based on impact, urgency, and resolution path.

• Coordinate with vendors/carriers to progress third-party faults and escalations.

• Communicate clearly with customers and stakeholders, especially during high-pressure incidents.

• Manage and prioritise multiple incidents to minimise service impact.

• Support root cause analysis and continuous improvement.

• Work collaboratively in a shift/on-call environment with strong ownership and handovers

Essential Skills / Experience

Skills:

• Network & Voice fundamentals

• Monitoring & event triage (alarms/events)

• Incident, ticket & escalation management ( ITIL )

• Fault diagnosis & troubleshooting support

• 3rd party Supplier/vendor coordination

• Strong communication & customer focus

• Time management & operational discipline

• Problem-solving & methodical skills

Experience:

• Hands-on experience with Cisco and/or Juniper platforms

• Relevant vendor certification (e.g. CCNA) or equivalent practical experience

• Basic knowledge of VoIP/SIP and call flows

• Awareness of SBCs (Session Border Controllers) and voice security principles

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.