Service Reliability Engineer

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About the role

As a Service Reliability Engineer (L1) will act as the first line of operational support for enterprise network services, ensuring the stability and availability of Routing, Switching, Wireless, WAN, and related infrastructure. SRE will be responsible for monitoring, troubleshooting, and resolving incidents within agreed service levels, while delivering high-quality customer support and maintaining operational excellence. The role requires proactive incident management, effective stakeholder communication, adherence to ITIL processes, and collaboration with internal teams and suppliers to ensure service continuity and customer satisfaction.

What you’ll be doing

Provide first-line (L1) operational support for Routing, Switching, Wireless, WAN, and network infrastructure services.
Monitor incident queues, manage service tickets, and ensure timely updates in line with agreed SLAs and operational processes.
Perform initial technical troubleshooting and diagnosis of network-related incidents before escalation to higher support levels.
Deliver clear and timely customer communications, including progress updates, Key Customer Information (KCI), and resolution details.
Escalate incidents to internal resolver groups, vendors, or suppliers when required, ensuring all relevant diagnostic information is provided.
Support Change Management activities including basic network changes, standard service requests, and planned maintenance under defined procedures.
Conduct daily operational checks, monitor service health, and proactively identify potential issues impacting service availability.
Maintain accurate ticket documentation, technical records, and operational reports to ensure audit and process compliance.
Collaborate with Service Operations, SMEs, field engineers, and third-party suppliers to restore services efficiently and minimise customer impact.
Adhere to ITIL processes, operational standards, security policies, and quality requirements to deliver a consistent customer experience.

Essential Skills / Experience

1-3 years' experience in Network Operations Centre (NOC), Service Operations, or Network Support environments.
Good understanding of Routing, Switching, Wireless, and WAN technologies.
Experience in incident management, troubleshooting, and ticket handling within SLA-driven environments.
Knowledge of TCP/IP, VLANs, DNS, DHCP, and basic network troubleshooting methodologies.
Familiarity with ITIL-based incident, problem, and change management processes.
Ability to analyse alerts, identify service-impacting issues, and escalate appropriately.
Strong customer communication, stakeholder management, and documentation skills.
Ability to work in a 24x7 shift-based operational environment.

CCNA (Cisco Certified Network Associate) or equivalent networking certification

Desirable Skills / Experience

Exposure to Cisco enterprise networking technologies.
Basic understanding of SD-WAN, Network Security, and Cloud Networking concepts.
Experience with network monitoring and ticketing tools such as ServiceNow and network management platforms.
Knowledge of automation, scripting, or network analytics tools.
Experience working in a multi-vendor enterprise network environment.
Exposure to change implementation and operational governance processes.

Desirable
ITIL Foundation
CCNP Enterprise
Cisco SD-WAN Certification
CWNA (Certified Wireless Network Administrator)
Network Security or Cloud Networking Certifications

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.