Specialist Engineer

Job Req ID: 32528

Posting Date: 3 May 2024

Function: Business Operations

Unit: Business

Location: London, London, United Kingdom

Salary: Competitive

Recruiter: Jayson Coley-Wynters

Career Grade: Team Member

Internal Closing Date: 15/05/2024

Location: London

Why this role 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. In a world where Business customers' expectations are increasingly shaped by their consumer experiences, customer experience is becoming a key battleground for differentiation. In addition customers are turning to new solutions often bringing together multiple communication capabilities in to a single solution. My role is to make any technical aspects of the solution invisible to the customer ensure that their services work for them allowing them to continue to deliver for their customers and the UK as a whole. I'm a key part of how BT differentiates from the competition through Brilliant Customer Experience

What I'll be doing?

Working in the field day-to-day, or I may also be based on-site at a customer's premises, I attend customer sites to carry out standard and non-standard installations, repairs, in-life changes or maybe perhaps just talk through ideas and problems connected to the BT portfolio. Although I work across a range of products I have a particular focus on our small switch portfolio and the associated elements. I make sure customers' services and solutions are set up, optimised and the customer is using them. I respond to standard and non-standard faults across the portfolio. I make recommendations on new solutions and may even, where appropriate, sell them to the customer via the Lead 2 Sales process. I will regularly have to exercise considerable judgement in the daily tasks I carry out.

Day-to-day:

The type of products and services that I install and repair in this role typically have the following characteristics:

• They will be products and services that the customer predominantly cannot install themselves and that require comprehensive technical knowledge of the product/service, i.e. IPO & associated ancillaries, e.g. music on hold -
• They may involve setting up and/or changing configuration relating to how the system routes traffic, possibly using direct contact via laptop interface
• They may request and be involved in performing co-ordinated diagnostic tests with the 2nd line support desks to identify and resolve issues – this may involve kit swapout or carrying out on site fixes (either self-diagnosed or following instructions from the 2nd line support desk)
• They tend to be our mid-duration tasks – over half a day and up to 3 days duration in some instances
• They could involve cabling for example running extensions or patch cables, or installing multiple handsets
• Conduct simple Wi-Fi and mobile signal surveys, recommending installation locations and install access points
• Install, set up, optimise and repair the majority of the BT Enterprise range of IP telephony systems and handsets, e.g., Cloud Voice or MI Cloud, or equivalent
• Carry out simple structured cabling e.g. running additional extensions from the switch or moving extensions and NTE
• Set up BT Apps and services for the customer on their devices – complete actions that are readily available for customer set up but the customer may prefer the engineer to do on their behalf
• Work on any specific customer products sets that I have been trained on, e.g. This could be customer site specific equipment and/or systems that relevant training has been provided and fits the characteristics outlined above
• Give the customer brief tutorials on their BT services to make sure they're getting the best from us
• Listen to any service issues the customer may be experiencing and ensure the right service teams are dealing with them appropriately if it's not something I can fix on site
• Make recommendations on our other products and services (where BT product information has been provided in advance to me to aid knowledge) that could improve the customers' business. Where appropriate I may raise and process a lead
• Install, set up, optimise, decommission and repair the full BT Enterprise IP Office portfolio or equivalent e.g. Avaya IP Office, MiCloud
• Installing, migrating and optimising Microsoft Office systems through Enterprise's IT portfolio
• Install, set up and repair BT SIP and associated CPE/gateways

The Skills and experience you will need

1. Brilliant customer service skills and experience in dealing with Business customers

2. Great empathy and listening skills so I can have Great Conversations with our customers

3. Previous experience of logical standard/non-standard problem solving

4. Recent relevant and extensive telecoms engineering experience required

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.