Network Technician 3

As the first point of contact for Rolls-Royce, a strategic customer, this role is central to the delivery and support of the new Managed Microsoft Teams One Cloud voice services. The L1 Engineer will ensure SLAs are met, system reliability is maintained, and customer satisfaction is upheld through prompt incident handling, continuous monitoring, and proactive service engagement. Your contribution will directly impact our reputation, service delivery standards, and long-term customer relationships.

    Serve as the first line of support for Microsoft Teams voice services incidents and requests.
    Monitor service health and respond to alerts and incidents in line with SLAs.
    Work on 10–15 incidents per day, with a target resolution rate of 40–50%.
    Proactively identify recurring issues and escalate as needed.
    Perform Mailbox management for customer interactions and internal coordination.
    Maintain familiarity with Rolls-Royce-specific voice architecture and service design flows.
    Handle P1/CIM/Critical Stakeholder calls in a professional and technically sound manner.
    Ensure high-quality customer communication via email and during call interactions.
    Participate in monthly CSAT (Customer Satisfaction) assessments.
    Maintain closure of ~50 tickets monthly, ensuring accuracy and completeness.
    Execute additional assigned activities discussed during regular one-to-one meetings.
    Contribute to ongoing incident quality assessments (Agent Scorecard performance).

Technical Skills:
    CCNA Certification (or equivalent networking knowledge).
    Strong understanding of Microsoft Teams Voice, Cloud PBX, SIP, SBC, and related protocols.
    Knowledge of monitoring and incident management tools.
    Soft Skills:
    Excellent verbal and written communication.
    Customer-centric mindset with ability to de-escalate issues.
    Strong organizational skills and attention to detail.
    Effective stakeholder and internal team management.
Work Attributes:
    Willingness to operate in a 24x7 support environment.
    Positive attitude and ability to work collaboratively in a high-pressure environment.
    Flexible and quick to adapt to service and process changes.

Leadership & Compliance Accountabilities
    Use individual access for all system operations and device/application interaction.
    Adhere strictly to company ethics and professional behavior standards.
    Be accountable for primary KPIs:
    PCA30 (Performance Call Adherence)
    Mandatory Training Completion
    WFM Adherence & OTL Booking Compliance
    Monitor and minimize unplanned leave and KPI breaches.
    Respond to instructions and updates from SMEs and Operations leads in a timely and appropriate manner.

Experience You're Expected to Have
    1–2 years in a voice/network operations or technical support environment.
    Hands-on experience with Microsoft Teams, Office 365 Admin, SIP/VoIP, or similar UC platforms.
    Exposure to enterprise client environments, preferably in managed services or ITIL-driven setups.
    Experience working with or supporting large enterprise clients like Rolls-Royce is a plus.

Preferred Qualifications
    CCNA / MS-700 (Managing Microsoft Teams) or equivalent certifications.
    ITIL Foundation certified (preferred, not mandatory).

About us

BT Group was the world's first telco and our heritage in the sector is unrivalled.  As home to several of the UK's most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 

Over the next two years, we will complete the UK's largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.  

Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.