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2nd Line Secure Technical Support Analyst
4 months ago
2nd Line Secure Technical Support Analyst - Shift
Job Req ID: 33540
Posting Date: 15 Jul 2024
Function: Business Services & Operations
Unit: Business
Location:
Hatfield Business Park, Hatfield, United Kingdom
Salary: Competitive + Excellent Benefits
Why this job matters
Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.
This role 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
- Utilising experience and evolving ability to be accountable for resolution of incidents, service requests, changes or problems
- Dealing with customer Incidents/changes in line with Service definitions and SLA's
- Escalating Incidents at 2nd line level and to ensure all parties are fully informed of recommended technical actions to deliver rapid resolution
- Management of information relating to customer incidents and the effective communication of progress to customers, colleagues and 3rd parties.
- Undertaking personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager
The skills you'll need
Troubleshooting
Escalation Management
Network Configuration
Incident Management
Decision Making
What we would like to see on your CV
- Supported Cisco LAN / WAN / IP Telephony (Unified Communication) and / or Wireless Network environments in either design or 2nd level support
- Sound knowledge of SD WAN and Meraki products
- Good understanding of TCP/IP, Routing Protocols, QoS, and networking principles
- Must hold a current industry recognised qualification or demonstrate you are working towards this (e.g. CCNA)
- The successful candidate must already hold Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years
Benefits
At BT, we entertain, educate, and empower millions of people every single day. We're a brand built on connecting people – whether that's friends, family, businesses, or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but – more than that – you'll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
Benefits of working for BT include:
• 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
• x4 Salary Life Assurance
• 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
Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
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.
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.
