2nd Line Voice Engineering Professional Belfast, Northern Ireland
BT
Full Time
Belfast, Northern Ireland
21287 - 41682 GBP ANNUAL Today
Job description
2nd Line Voice Engineering Professional
Job Req ID: 13268
Posting Date: 28-Mar-2023
Function: Engineering
Location:
Riverside Tower, Belfast (N.I), United Kingdom
Salary: Competitive + Excellent Benefits
Weekly hours - 19.5
Location
This role can be located in any of the following locations: Belfast, Manchester, Hatfield, Thurso or barlborough.
Why this job matters
The Network Engineering Professional supports the delivery of engineering activities that contributes client technical requirements, deploying optimal networking and connectivity solutions that enable clients and the enterprise to achieve their operational and business goals.
What you’ll be doing
1. Utilising your experience and technical ability to resolve tickets in-line with ITIL practises and SLA's.
2. Escalate and manage tickets into 3rd line / vendors where appropriate.
3. Ensuring case notes are technically accurate and updated in a timely manor.
4. Communicating case progress to customers.
5. Excellent communication to customers and colleagues.
6. Perform a 'Customer Champion' role for designated clients.
7. Participate in our CI program and commit to positive change.
8. Provide mentorship to 1st Line.
2. Escalate and manage tickets into 3rd line / vendors where appropriate.
3. Ensuring case notes are technically accurate and updated in a timely manor.
4. Communicating case progress to customers.
5. Excellent communication to customers and colleagues.
6. Perform a 'Customer Champion' role for designated clients.
7. Participate in our CI program and commit to positive change.
8. Provide mentorship to 1st Line.
What you'll bring
- Cisco CCNP Collaboration or relevant knowledge (Preferred)
- UCCX/UCCE (optional)
- SIP school certified or relevant knowledge
- MS Teams
- Webex Calling/ Webex Contact Centre
- Ability to work efficiently under pressure
- Ability to obtain customer specific security clearances (minimum SC)
The skills you’ll need
Troubleshooting
Customer Service
Continuous Improvement
Network Testing
Technical Documentation
Benefits
- Competitive salary and on-target bonus plan
- World-class training and development opportunities
- 25 days’ annual leave (not including bank holidays)
- Discounted broadband, mobile and TV packages
- Share option and pension scheme programmes
- Flexible benefits to fit around you
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
