2nd Line IT engineer

4 weeks ago

Kolkata, India BT Group Full time

Hi ALL


BT has a few openings for 2nd Line IT engineers for Kolkata location:


Skill: Windows Administration, Teams Administration.


Experience: Minimum of 3 years' experience.


What I’ll be doing – your accountabilities


  • Candidate should have worked on Enterprise side to MS Teams
  • Delivering successful technical resolutions to complex customer issues escalated by second line
  • Problem solving and application of technical knowledge to unknown issues
  • Planning of complex change with first time delivery to ensure sustained service across wide ranges of products and solutions
  • Participating and leading in technical knowledge cascades across EMS using learning infrastructure
  • Service management and design support on existing and new contracts
  • Implementing solutions in a timely manner to ensure service level agreements are met (typically 2 hours)
  • Proactively driving own workload as well as reactively managing multiple tasks as escalated by customer and other EMS teams
  • Running diagnostic and configuration of customer contracts to identify issues and opportunities
  • Working closely with a wide range of internal and external stakeholders and customers to understand the requirements and build an effective working relationship to ensure smooth running of contracts
  • Driving own development plan to maintain skill set and knowledge of BT products and solutions
  • Participate and contribute to continuous improvement and coaching within the team
  • Management of workload and delivery to meet key performance indicators
  • Complex decision making to balance customer and business need
  • Available when required to work out of hours either on an overtime or oncall basis
  • Able to attain SC clearance


Skills required for the job

  1. Strong customer focus and drive to provide proactive, pre-emptive and best in class service
  2. Ability to process complex ideas and think logically; perceives and understands others
  3. Possesses the ability to take well-evaluated risks and be audacious in making decisions and taking action
  4. Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
  5. Acts with integrity and takes responsibility for own actions and responses
  6. Knowledge and experience of best in class service

Familiarity with collaborative ways of working and how to motivate cross-functional teams


Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases)


Ideally two or more of the following technical skillsets at an advanced level:


MS Office / Outlook / desktop apps

Mobile Device Management inc RMG PDA Support (Airwatch / Intune / Mobile Iron)

Office 365

Patching/Deployment of OS server or desktop or both / Applications (SCCM, Shavlik etc.)

AV Management (McAfee, Sophos, Trend)

Build Management

VDI / Citrix Deployments

Desktop Application Packaging and Deployment

Collaboration Skype for Business, Teams, SharePoint, Workspace

Office 365 - Client Management (User Facing)

- Office 365 Client Suite

- Teams / SharePoint


Preferred Certifications:

MCSA/MCSE ,Citrix, MS O365, AWS/ Azure, MS Teams Certification.


Connected leaders behaviours

Customer champion

Solution-focused achiever

Change agent


Experience you would be expected to have


  • ITIL awareness
  • Strong experience of technically supporting live operations in a managed services arena
  • In depth knowledge of managed customer solutions


Key decisions

  • Determines impact and required experience to technically support all services within the 24x7 operations
  • Takes appropriate actions to maintain the integrity of the live environment to prevent loss of availability to the plethora of mission critical services we underpin for UK business and Government and the consequential impact i.e. brand damage for BT Group


If you have worked on the required skills, please share resume with the below details:


Total Experience:

Relevant Experience in Windows and Team Administration:

CTC:

Expectation CTC.

Notice Period:

Current Location:

Ok with Kolkata location:


warm regards

Aparajita

aparajita.senmajumder@bt.com

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