Network Infrastructure Specialist
2 days ago
Job Description
As a Senior Service Reliability Engineer at BT Group, you will play a critical role in ensuring the stability and reliability of our network infrastructure. Your expertise will be instrumental in managing LAN/WAN/Voice issues for customers within a specified timeframe.
Main Responsibilities:
- Manage LAN/WAN/Voice issues for customers within MTTR (Mean Time To Resolve)
- Understand customer-identified issues to escalate to 3rd line teams
- Provide technical assistance for timely and quality implementation of connecting global customer LANs via WANs
- Maintain close relationships with vendors like Cisco to monitor progress, caveats, features, software upgrades, and hardware products
- Prepare and maintain technical customer documentation and manage customer setup according to SLA (Service Level Agreement)
- Participate in Service Improvement calls with Service Account Management to address support issues from a technical perspective
- Responsible for KCI (Key Customer Interface) for technical issues faced by customers
- Manage Technical Incident Management as per established KPIs
Requirements:
- Good working knowledge of WAN protocols (BGP/OSPF/EIGRP, MPLS), Quality of Service, VLANs (Layer2/3), Bridging
- Experience in complex environments in Tele/Data communications
- Technical support experience regarding Data issues according to SLA
- Expertise in Routing and Switching
- Excellent communication skills and ability to act as a source for resolving unique or complex problems affecting own discipline
- Customer/Business Orientation - develop long-term relationships with customers
- Utilize management systems, fault diagnosis tools, and debugging tools to support effective fault resolution and network improvements
- Experience in Incident Management/Change Management/Problem Management Process
About Us:
At BT Group, we're committed to delivering exceptional network services to our customers. We're seeking a skilled Network Infrastructure Specialist to join our team.
Salary: £55,000 - £70,000 per annum (dependent on location and experience)
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