Location
Cardiff | United Kingdom
Job description
First Line Support Engineer
Job Req ID: 26075
Posting Date: 8 Mar 2024
Function: Business Services & Operations
Unit: Business
Location:
3 Capital Quarter, Cardiff, United Kingdom
Salary: Competitive Salary + Benefits
Recruiter: Jayson Coley-Wynters
Hiring Manager: Kelly Bolderson
Why this Job matters
This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.
Partnering closely with your team means you’ll get lots of exposure to 2nd/3rd line work, and its fairly common for 1st line support members to progress up to those levels. But there’s also opportunities to move into shift work and progress along that line too.
You’ll also be supported in your learning & development, with training in areas like Cisco, Juniper and ITIL.
What you'll be doing
Proactively identify and respond to incidents reported by clients, ensuring timely resolution and minimal disruption to operations.
Collaborate with technical teams to troubleshoot and resolve complex technical issues.
Prioritise incidents correctly based on impact and urgency.
Identify and manage situations where SLAs are at risk, taking proactive measures to prevent SLA breaches.
Implement escalation procedures as needed to ensure timely and effective jeopardy management.
Handle service requests from initiation to completion, ensuring adherence to SLAs and client expectations.
Provide guidance and support to clients in navigating and understanding service request processes.
Keep customers informed about the status of their reported incidents/ requests, providing regular updates until resolution.
Effectively communicate technical information to non-technical clients in a clear and understandable manner.
Collaborate with cross-functional teams to expedite incident resolution and meet critical timelines.
Maintain detailed and accurate records of incidents, service requests, and resolutions.
Contribute to the development and improvement of knowledge base articles.
Engage in continuous improvement initiatives to enhance service quality and client satisfaction.
This role is based in Cardiff. Hybrid (3 days office based & 2 days remote). Monday-Friday 9am-5pm.
Essential Skills
Previous experience in a Service Desk or IT support role, preferably in a Managed Services environment.
Strong understanding of IT Service Management principles and practices..
Familiarity with complex contracts and SLA management.
Excellent communication skills, both verbal and written.
Ability to work collaboratively in a team-oriented environment.
What we'd like to see on your CV
Experience in a business to business service capacity.
Confident in owning complex customer issues.
Experience of service management IT tools.
You can demonstrate technical ability, ideally at Cisco CCENT level or equivalentYou have a logical approach to problem solving.
ITIL4 Foundation (Preferred).
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:
Competitive salary
22 days’ annual leave (not including bank holidays
World-class training and development opportunities
Discounted employee broadband, mobile and TV packages
Share option and pension scheme programmes
Flexible benefits to fit around you
BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.
#LI-Onsite, #LI-Hybrid, #LI-Remote
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.
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