Technical Support Engineer at BT

Job description

Purpose Of Role

The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working ICT solution, if necessary together with other disciplines.

Key Responsibilities

• Needs to provide technical assistance for in-time and quality implementation of connecting, global, customer's LANs (Local Area Networks) together via the different available WANs (Wide Area Networks) in direct co-operation with System Engineering and Project Management.
• Has direct responsibility for completion of technical support deliverables defined in the project plan. These deliverables include Cisco software configuration and validations in accordance with customer requirements.
• Needs to maintain close relations with third parties, like vendors, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.
• Prepare and maintain technical customer documentation (drawings/database/Service documents/Disaster Recovery document) and handover to the different Technical Support Centres, Network Management Centres, Project Coordination, Project Management, Service Account Management and System Engineering.
• Take part in regular service meetings, together with Service Account Management, to advise customer on possible design issues following network growth and changed user requirements.

Business Impact

• World-class technical contributor.
• Significant impact on customer satisfaction.
• Key contributor to succesfull implementation of data services.
• Authority/Decision Making
• Operates with no supervision in a complex environment.

Qualifications

• Typically engineering/science degree.
• CCNP qualified.
• Typically 3 years professional experience within tele/datacommunications environment.

Skills/Experience

• Technical Expertise - Prepare the necessary configuration and validation for new customer installations.
• Performance is measured from complete and on-time delivery, according to SLA.
• Perform end-to-end commissioning in co-operation with customer representatives to prove correct functionality.
• Assist in design, engineering, testing and rollout of newly defined BT products.
• Can act as a source for the resolution of unique or complex problems which effect the management of own discipline.
• Customer/Business Orientation - Customer Response: Can develop long-term relationships with external customers. Develop and maintain management systems, fault diagnosis and debugging tools.
• Provide network test facilities to different, operational, departments to support effective fault resolution and network improvements.