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Specialist Support Engineer Bristol, England

Full Time Bristol, England 36303 - 37382 GBP ANNUAL Today

Job description

Specialist Support Engineer

Job Req ID: 22336

Posting Date: 5 Sep 2023

Function: Engineering

Location: Assembly, Bristol, United Kingdom

Salary: Competitive with great benefits

Why this role matters

The purpose of our Networks function is to design, operate and deliver market leading Mobile networks. The success of the function is based upon customer centric KPIs and proactive fault resolution, monitoring & resolution processes.

Our Mobile Network is at the heart of everything we do; from sending a text, to watching the latest YouTube sensation. It’s constantly evolving, and we’re at the forefront of technology for the next generation of cutting-edge mobile networks and services. Our Network Engineer apprentices play a key part in making sure that continues.

Our highly skilled OSS team, design, support and maintain bespoke and industry standard monitoring and diagnostic solutions. Our commitment to quality and stability plays a significant part in the EE brand to be named the UK’s best mobile network for a record breaking 10 consecutive years.

BT also sponsor a technology career development programme. The Tech Fellowship is a technology career development programme, run by engineers for engineers. We’re looking for colleagues who want to develop as tech specialists, keep their finger on the pulse of the latest technology, establish themselves as experts and make an impact in an ever-changing industry.

The Mobile Operations teams support and manage system and service performance of services for Mobile Voice and Data services for all mobile brands and MVNOs, 24 hours a day, 7 days a week, 365 days a year.

You'll have the following responsibilities

Be recognised technical expert for one or more OSS systems/services within team remit.
Ensure that all platforms/ systems/services in your control achieve the agreed availability target, ensure that adequate expert support is available 24 x 7 x 365
Recommend changes to procedures and processes to improve service availability, data integrity and service/system performance.
Represent and lead Operations responsibility in projects, ensuring design and support model fit for purpose.
Support and implement the strategy for the technical area of the team, deploying new systems, configuration changes, managing upgrades and maintenance, whilst maintaining a high level of service availability, operational efficiency and quality.
Stability: Responsible for specifying, building, securing and supporting environments that enable subscriber services to function within the mobile core network, providing expert support for all OSS systems within the 2nd Line Mobile Operations department
Be the technical lead during high impact incident situations including out of hours, driving technical team to restore service.
Stability: Produce infrastructure management documentation such as support documents, fault finding documents & expert advice.
Mentor and train team members
Lead on your technical area of responsibility to ensure that ESN requirements are adhered to in order to meet Home Office audits and SLAs.
Lead technical aspects of post incident reviews, driving technical improvement opportunities identified in relation to service improvement plans.
Ensure that all Mobile Operations platforms/ systems/services in team’s control achieve the agreed availability target, ensure that adequate expert support is available 24 x 7 x 365
Participate in vendor Operational Review Meetings, leading on workstreams where appropriate, ensuring Opex is well spent and value add delivered by our suppliers.
Change Management - support OSS and other changes ensuring all pre and post testing and implementation is detailed to reduce any potential impact to the customer and the service being delivered.
Supplier Management - ensure that all cases escalated to support vendors are resolved within the appropriate time scales. Provide assistance to suppliers when required.
ESN and CAS-T: adhere to the Service Management Framework, so that we meet the Home Office, ESN and CAS-T requirements.
The role holder will be required to take part in 24/7 on call rota, and overnight planned work.

You'll have the following skills and experience

Skills

Industry recognised and marketable accreditation
In depth experience of handling & resolving operational incidents in supporting and delivering complex solutions successfully
Act as subject matter expert for minimum of one or more systems
Technical skills and proven experience to support system administration; relevant application knowledge specific to area
Good knowledge of security vulnerabilities, Security hardening strategy, security concepts and protection systems.
Extensive experience in a 24x7 real time, service support environment
Proven extensive operational experience in planning, deploying and supporting OSS technologies across multiple vendors.
In-depth technical understanding of OSS architecture & technologies eg alarm and performance data including packet capture and analysis
In depth understanding of common protocols eg SNMP, DNS, ARP
Experience of dealing with internal and external business customers, third party suppliers, and providing reliable communication between all parties.
Experience with scripting, Eg Shell, Ansible
Experience with Network virtualisation technologies, SDN/NFV, eg NSX
Good awareness and understanding of the commercial aspects, implications and limitations of supporting the estate.
Able to demonstrate discretion relating to sensitive information.
The role holder must be a UK National as Home Office Security clearance may be required.

Experience

A recognised qualification in telecoms/engineering related discipline.
Experience of developing solutions based on practice & previous experience but not necessarily covered by procedures.
Network OSS and tools for alerting, performance and diagnostics

Benefits

Competitive salary
10% on target bonus
BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
25 days annual leave (not including bank holidays), increasing with service
Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
World-class training and development opportunities
Option to join BT Shares Saving schemes.
Discounted broadband, mobile and TV packages
Access to 100’s of retail discounts including the BT shop

Our leadership standards

Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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.

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.

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.

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