Service Operations Engineer

About the role

The Service Operations Engineer is responsible for managing and coordinating network-related incidents in a complex multinational environment, ensuring the delivery of high-quality operational support to a global customer. The role focuses on incident management, service restoration, stakeholder communication, and continuous service improvement while collaborating with geographically distributed technical teams, vendors, and customer representatives.

Please note that this role requires colleagues to work in shifts and is based in Debrecen Office (with hybrid working element to it).

What you’ll be doing

• 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
• Having the opportunity to learn from senior colleagues from wide array of areas
• 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.

Essential Skills / Experience

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

Our Package

What we offer:

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).

Compensation:
We believe in open conversations. If selected, salary details will be shared with you ahead of your interview, so you have clarity from the start.

Benefits:
• Shift allowance
• 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)

In case of internal application

In case of internal application please do not forget to inform your line manager about your willingness for the internal move. Please note that the future manager might ask for reference about you from your current line manager. Please also bear in mind that your salary will not be adjusted automatically, but the new Line Manager can request it via off-cycle process.

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.