2nd Line Data Engineer

Why this job matters Our purpose is to use the power of communication to not only make a better world but also for us to be number one for Service in the European business market. This will be achieved by doing our best for our colleagues and our customers, building the best networks and doing the best for our country, society and our communities. This role provides technical support and managed services to our customers through the use of network technologies(Data, Voice and Network Security), 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication. The role requires a skilled technical engineer who is an innovative, engaging, driven individual and has a proven record of achievement. Roles and Responsibilities   To respond within designated service levels to inbound calls and fault tickets to deliver high levels of diagnostic support to customers. To seek resolution of repeat service problems and to maximise customer satisfaction with BT.  To be the technical authority for escalated cases and to ensure all parties are fully informed and advised of recommended technical actions to deliver rapid resolution. To provide timely and appropriate updates to ensure all parties are kept fully informed by producing feedback outlining problem receipt, relevant updates and subsequent clearance. To produce RCA reporting (utilising plain language where practical) upon request to meet customer requirements. To identify and communicate to process owners or customers where common failures are established. To interface with the manufacturer where problems are design related, providing all necessary diagnostic history and results and ensuring that the manufacturer delivers a quality solution in agreed time scales. To test & install software maintenance upgrades provided by suppliers (e.g. patches, new platforms etc.). To identify and progress potential opportunities to BT Sales teams to sell customers new or additional BT Products and Services. To manage compatibility testing of new Supported Products launched into BT, as supported by Business Services only. To provide technical information via publish bulletins and technical newsletters or newsflashes across BT Operate where appropriate.  Deal with customer requests in line with Service definitions and SLA’s. To escalate and manage incidents and requests to vendors in a timely fashion. Management and documentation of information relating to customer incidents, service requests, change and problem, and the effective communication of progress of such events to all stakeholders in line with internal process. Ensuring continued development of product knowledge, known issues and troubleshooting techniques throughout the support teams. Development of training, tools and processes to ensure teams increase and develop technical capability. Perform as an integral member of the Data/Voice/Security team providing 24x7x365 service participating in an on-call support rota outside of core hours. Skills Qualifications: Higher education (Preferred) Qualified to vendor associate level (Mandatory) ITIL aware (Preferred) CCNA – Mandatory CCNP (Data/Security) - Preferred Skills/Experience required for the job: 4+ years working Exp. within a network integrator support environment as a technical engineer. Working exp in Cisco routers and switches including nexus is required for this role. Hands on experience on Cisco ASA and Fortinet firewalls in preferred. Sound knowledge on wireless technology is also expected to accomplish duties under this role. Understanding of EMS products, customer IT systems and applications. Experience working across a service lifecycle. Good technical foundation in network technologies, specifically Cisco technologies and associated management applications. Advocate of service improvement and service transformation. Well-developed organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.