Customer Service Technical Advisor

Job Description

Job Req ID:

Posting Date:

Function:

Location:

Salary:

Why this job matters

As a Senior Request Fulfilment Engineer, candidate needs to provide technical support for Data and Security (LAN/WAN/WLAN/Security etc.) Service Requests and handle Simple to Complex changes, expedite Implementation for the BT Global customers e.g. 24x7x365. Candidate will need to do pre & post checks for the existing running configurations, assist and notify stake holders (e.g TDA, Service Desk & teams dealing other service towers) as well as customer proactively.

To be successful in this role, you must be a motivated individual and quick learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

• The day to day activities would include following:
• Configuring various network devices and services (e.g., routers, Switches Cisco & Nexus, Wireless Controller, Access point, Huawei and Multivendor Fire walls etc.).
• Delivering implementation requests directly under Owning queue and implementing simple to complex changes for Cisco switches, routers, WLCs and Firewall.
• Managing Routing Protocol like EIGRP, OSPF & BGP as per demand.
• Good knowledge of different types of Network Module/ Card & cables & other hardware.
• Changes on LAN, WLAN like modification of VLAN in access & Trunk, MAC address binding & ARP table, Sticky MAC address, Add / modification Port-channel & Tunnel, SNMP, Access List, Port mirroring, NAT, PAT, DHCP, HSRP and GLBP, Policy based routing.
• Resolving 1st level of technically escalated cases from Request Fulfilment Engineer.

What You'll Be Doing

1 - Delivers critical customer technical support for network, hardware, and infrastructure development.

2 - Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.

• Defines the problem and develops system requirements and specifications.
• Prepares required documentation including program-level and user-level documentation; enhances existing software systems.
• Manages work and priorities through ticketing system and workflow.
• Collaborates with various stakeholders to remove project obstacles.
• Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.
• Participates in the migration, basic configuration and rollout of new or upgraded hardware.
• Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.

11 - Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.

The Skills You'll Need

Troubleshooting

Customer Service

Escalation Management

Continuous Improvement

Network Delivery

Vendor Management

Network Security

Network Testing

Network Configuration

Technical Documentation

Network Integration

Network Implementation

Requirements Management

Incident Management

Event Planning

Decision Making

Growth Mindset

Inclusive Leadership

Our leadership standards

Looking in:

Leading inclusively and Safely

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.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1 -2 million business customers internationally.

We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.