Customer Engineer

Job Description

Join BT as a Customer Engineer Shape the Future of Consumer

Location: Newtownabbey

This role requires you to already hold Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.

Why BT?
We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why this role matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

In a world where Business customers’ expectations are increasingly shaped by their consumer experiences, customer experience is becoming a key battleground for differentiation. In addition, customers are turning to new solutions often bringing together multiple communication capabilities into a single solution. My role is to make any technical aspects of the solution invisible to the customer and ensure that their services work for them allowing them to continue to deliver for their customers and the UK as a whole. I’m a key part of how BT differentiates from the competition through Brilliant Customer Experience.

Working in the field day-to-day, or I may also be based on-site at a customer’s premises, I attend customer sites to help with installations where engineering support is required to set-up, install, carry out non-complex and simple repairs or perhaps just talk through ideas and problems connected to the BT portfolio. I make sure customers services and solutions are set up, optimised and the customer is using them. I make recommendations on new solutions and may even, where appropriate, sell them to the customer.

What you’ll be doing

• Install, set up, optimise and repair (where repair indicates simple remedy e.g. restart hub or change user settings rather than technical repair e.g. configuration) Business hubs,
• The type of products and services that I install and repair in this role typically have the following characteristics:
• They may be self-install products/services that require engineering support to setup/repair (where repair indicates simple remedy e.g. restart hub or change user settings rather than technical repair e.g. configuration
• They involve setting up and/or changing settings that are also available to the customer to access, i.e. Inbuilt advanced system settings, but not having to technically configure or reconfigure
• They may require accessing a ‘config’ store to copy and paste supplied text into the router
• They tend to be our shorter duration tasks (usually under half a day)
• For repair visits, they are most likely to involve component swap-out (as well as setting up as per previous component) following either detailed diagnostic testing by a support desk or basic diagnostic test on site rather than system rebuild on site
• They could involve simple cabling for example running an extension socket, patch cable, socket installation or simple block wiring
• Engineer may be required to act as a 2nd person under the guidance of a more senior engineer.

What skills you’ll need

• Brilliant customer service skills and experience in dealing with Business customers
• Great empathy and listening skills so I can have Great Conversations with our customers
• Previous experience of logical problem solving
• An interest in technical solutions required, and previous engineering experience (at any level) desirable.

Benefits:

• 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
• 22 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

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.