Service Operations Engineer

Job Description

About BT (British Telecommunications)

BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions, and services. We also provide managed telecommunications, security, and network and IT infrastructure services to customers across 180 countries.

BT in Hungary

BT has been operating in Hungary since 1999. In addition to its sales office for the EMEA region, the company established its business service centre, BT ROC, in Hungary in 2007, with offices in Budapest and Debrecen. The Hungarian hub handles a wide range of client services including managed services, project management, business administration, high value-add network and service design and a lot more. Our complex operations enables colleagues to participate fully in the customer journey. BT ROC has been awarded with Randstad’s Most Attractive Employers award – TOP 2 for the second time in a row, ensuring recognition of its commitment to providing an outstanding work environment. We are dedicated to employee satisfaction, professional growth, and a supportive, diverse, and inclusive workplace culture.

Key responsibilities:

• Owning, leading and driving issues and representing BT during technical conference calls
• Handling technically complex incidents and changes received through ticketing tools, emails and occasionally calls
• Being responsible for cooperating with internal and external stakeholders and making sure you leave a lasting good impression
• Being exposed to a variety of internetworking technologies (MPLS, DMVPN, SDWAN, ZScaler, VoIP just to name a few) through supporting complex network solutions
• Being a crucial part of operating and maintaining worldwide businesses for our customers in the pharmaceutical, manufacturing, automotive industry etc.

This role will suit you if you have the following skills:

Soft skills:
• Ability to meet the customers’ needs in line with the business requirements
• Focusing on the objectives and the required outcomes of the processes while delivering a service
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Ability to comprehend and to oversee various aspects of a problem or a situation

Professional skills:
• In-depth understanding of LAN/WAN technologies (CCNA-level knowledge, the certificate is not needed)
• Knowledge of network troubleshooting is required
• 1-2 years of experience in technical support is an advantage
• Familiarity with the following products is an advantage: Cisco, Juniper, Adva, Avaya, Ipanema, Meraki is an advantage

Other skills:
• English on a fluent level is a must
• Effective communication

Additional information:
• Having the opportunity to learn from senior colleagues/professional trainers
• Finding out whether you are an early bird or a night owl thanks to the weekly rotating shift pattern (flexible working patterns)

What we offer

Compensation and benefits:
• Attractive salary
• Cafeteria package - HUF 600,000/ year
• Performance-based bonus
• Comprehensive private health care package for all the employees, which can be extended to family members
• Nursery support for mothers returning from maternity
• Extended paternity leave: 10+10 day fully paid days
• Commuting allowance
• Home office allowance
• Employee discount opportunities
• Highly affordable mobile packages for the family as well

Work atmosphere and community:
• New high-class offices both in Budapest and Debrecen
• Wide-range of company and community programmes (including support for different sport activities)

Flexibility:
• Family-friendly culture
• Smart working approach (hybrid working model, 3 together, 2 wherever)

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.