Why this job matters
The role holder is a 2nd Line IT Cloud & Infrastructure engineer, providing support and delivery of infrastructure in Enterprise Managed Services (EMS).They should be an innovative, engaging, driven individual who has a proven record of achievement and experience in collaborating across teams of highly skilled technical experts.What You’ll Be Doing
The remit includes:
2nd line support to underpin the shared services support modelConsultancy to internal and external customersDesign assuranceMaintain existing skills in-line with BMS Service Catalogue and portfolioTraining & knowledge sharing with internal support teamsYou'll have the following responsibilities:
Delivering successful technical resolutions to complex customer issues escalated by 2nd line support teams within agreed Service Level Agreements (SLA)Problem solving and application of technical knowledge to unknown issuesPlanning of complex change with first time successful delivery to ensure sustained service across wide ranges of products and solutionsShare technical knowledge across BMS through Continuous Improvement processes and coaching.Provide support to Service Design / Introduction for existing and new contractsKeep abreast of changes to existing, emerging and new technologies to meet business and customer objectivesImplementing solutions in a timely manner to ensure service level agreements are met (typically 2 hours)Engage and escalate complex issues with 3rd party vendors for advanced troubleshooting and problem managementDriving own development plan to maintain skill set and knowledge of BT products and solutionsParticipate and contribute to continuous improvement and coaching within the teamManagement of workload and delivery to meet key performance indicatorsComplex decision making to balance customer and business needAvailable when required to work out of hours either on an overtime or on-call basisAble to attain Security ClearanceSkills
Proven experience of technically supporting live operations in a managed services environmentIn depth knowledge of managed customer solutionsEngagement with 3rd party vendors in advanced troubleshooting and problem solvingDetailed understanding of emerging technologies across the managed services portfolioWorking in an environment that adheres to ITIL best practices (ITIL4 foundation advantageous)Experience You’d Be Expected To Have
Intermediate / advanced certification or equivalent experience in at least 3 of the following:MANDATORY
Certifications such as RHCE, LFCS, or Linux+ preferredCertificate ServicesAutomation Technologies e.g. Ansible, Puppet, ChefLinux OS internals, networking, and storage concepts and backupVMware, KVMTroubleshoot and resolve advanced issues related to kernel, networking, storage, and performance tuningpatching, upgrades, and security hardening of Linux systemsPreferred
Anti-malware: Web & email filtering and anti-virus protectionAOVPN, DirectAccessCitrix Virtual Desktop and Apps (Latest) including NetScaler ADCSAN Technologies: NetApp, HP 3PAR, Dell PowerStore and Metro NodeServer Technologies: HP Synergy, Dell PowerEdgeITIL4 FoundationAbout Us
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.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.
