BT 2nd Line ACI Engineer in Chesterfield, United Kingdom

2nd Line Network Engineer


Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

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.

You'll provide technical support and managed services to our customers through the use of emerging technologies, 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.

The role requires an engineer who is innovative, engaging, driven individual and has a desire to immerse themselves in emerging technologies. You'll be internally and externally faced; and you will require a deep level of technical understanding with the capability to be an ambassador of the services provided by Managed Customer Services to customers.

What you'll be doing

  • Providing our customers with a personal, world class service, delighting customers by delivering brilliant outcomes in line with key performance indicators, service level agreements and committed delivery dates.

  • Utilising experience and evolving technical ability to resolve technical incidents, service requests, changes or problems.

  • Dealing with customer requests in line with Service definitions.Escalating and managing incidents and requests to vendors in a timely fashion.

  • Managing and documenting of information relating to customer incidents, service requests, change and problem, and the effective communication of progress of such events to all stakeholders in line with internal process.

  • Collaborating with all BT business units to bring about timely resolution of technical issues.

  • Ensuring continued development of product knowledge, known issues and troubleshooting techniques throughout the support teams.

  • Undertaking personal training and development in line with departmental needs and in line with a Personal Development Plan as agreed with Line Manager.

  • Developing of training tools and processes to ensure teams increase and develop technical capability.

  • Performing as an integral member of the team on a shift basis providing 24x7x365 service.

  • Reviewing and maintaining of customer infrastructure.

We'll also need to see these on your CV

  • Working within a support environment as a technical engineer.

  • Knowledge of MCS products, customer IT systems and applications.

  • Technical knowledge of at least one of – Datacenter switching, ACI / SDA , Intent based Networking technologies

  • Have strong service improvement and service transformation skills;

  • Have strong organisation, prioritisation, communication (written and verbal), tenacity and ownership skills.

Why choose us?

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.


Job: Engineering

Title: 2nd Line ACI Engineer

Location: GBR %26 Ireland-GBR-Derbyshire-Chesterfield

Requisition ID: 105079