2nd Line Data Engineer
BT Group
Work from Office
Full Time
Min. 2 yearsJob Description
2nd Line Data Engineer
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About the role
The team provides 2nd line diagnostic support and managed services to our customers through the use of routing, switching, wireless technologies and IP Telephony (Unified Communication) products, 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.
What you’ll be doing
- Act as the frontline operational contact for network-related incidents, service requests, and operational activities.
- Provide 2nd Line support for BT Enterprise networking services, ensuring delivery within agreed SLAs.
- Own and resolve complex incidents, service requests, problems and escalations.
- Perform troubleshooting, fault diagnosis and Root Cause Analysis (RCA) across customer environments.
- Manage tickets and customer communications through SNOW, NGSD and associated systems.
- Execute technical changes, impact assessments, risk reviews and peer reviews in line with BT change governance.
- Collaborate with customers, vendors and internal teams to drive service restoration and issue resolution.
- Produce technical documentation, RCA reports and customer updates.
- Support software upgrades, patching and platform maintenance activities.
- Drive continuous improvement, process standardisation and operational excellence.
Essential Skills / Experience
- CCNA certification is good to have.
- Experience supporting LAN, WAN, Wireless and SD-WAN environments.
- Strong knowledge of Cisco, Meraki, TCP/IP, Routing Protocols and QoS.
- Experience with ServiceNow (SNOW), NGSD and ITSM ticketing tools.
- Good understanding of ITIL Incident, Problem and Change Management.
- Strong troubleshooting, analytical and RCA skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong customer, stakeholder and communication skills.
- Demonstrated ownership, leadership and coaching capability.
- CCNA or equivalent industry certification.
Desirable: Knowledge of DWDM, Juniper, DrayTek and BT product portfolio.
BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.
Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.
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