Data Engineer

Role Overview: As a Technical Support Engineer at BT Group, your role is crucial in providing technical support and managed services to customers utilizing network technologies such as Data, Voice, and Network Security. You will be responsible for responding to inbound calls and fault tickets, diagnosing issues, seeking resolutions, and ensuring customer satisfaction through timely updates and recommendations. Additionally, you will be the technical authority for escalated cases, liaising with manufacturers, and identifying opportunities to offer new BT products and services to customers. Key Responsibilities: - Respond to inbound calls and fault tickets within designated service levels to provide diagnostic support to customers. - Resolve repeat service problems and maximize customer satisfaction. - Act as the technical authority for escalated cases, ensuring all parties are informed of recommended technical actions for rapid resolution. - Provide timely updates to keep all parties fully informed and produce RCA reporting as per customer requirements. - Identify and communicate common failures to process owners or customers. - Interface with manufacturers for design-related problems and ensure timely delivery of quality solutions. - Test and install software maintenance upgrades provided by suppliers. - Identify and progress potential sales opportunities for BT products and services. - Manage compatibility testing of new supported products and provide technical information via bulletins and newsletters. - Deal with customer requests in line with service definitions and SLAs. - Escalate and manage incidents and requests to vendors. - Document information related to customer incidents, service requests, changes, and problems and communicate progress to stakeholders. - Continuously develop product knowledge, troubleshooting techniques, and technical capability within the support teams. Qualifications Required: - Higher Education (Preferred) - Qualified to vendor associate level (Mandatory) - ITIL Aware (Preferred) - CCNA Certification (Mandatory) - CCNP (Data/Security) Certification - Preferred Additional Details: BT Group, as the world's first telco, has a rich heritage in the sector and plays a critical role in creating the future by connecting millions of premises to full fiber broadband and investing in 5G technology. The company is undergoing a transformation phase focused on simplification, AI integration, and improving customer experience. Joining BT Group means being part of a team committed to improving connectivity and embracing diversity and inclusion in the workplace.,