Technical Support Specialist - Johannesburg, South Africa - BT

Description

About BT
BT has a key role in British society, fostering change and leading technology innovation.

From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission.

Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.

Purpose of Role

The individual could be based on a customer site to support the local infrastructure, but will also assist with the support of geographically remote customer systems, and will work as part of the in-region BT team.

The role holder should leverage the experience of the relevant BT wide professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role.

The role holder may also play a key part in the BT wide professional communities.


Key Responsibilities

• To provide analytical and innovative input to projects/operational support tasks and maintain service levels at key customers.
• Assists transformation strategy for a network or technology discipline in own area of expertise.
• Onsite customer support for the customers BT Trading Enterprise System, Verint and other Voice Recording Systems.
• Site related (customer) deliverable of a small/medium scale project or implement smaller less complex projects to achieve required business benefits and manage to budget, timescales and quality.
• Be part of managing of escalations and high level faults.
• To contribute to the development and implementation of site specific requirements, policies and procedures.
• To ensure operational procedures are in place, maintained and followed as appropriate.
• Will involve liaising with internal, external and third party suppliers.
• To use the relevant BT wide professional community framework to raise their skills and those of their team to the recommended PC standards.

Business Impact

• Ability to impact the business by influencing decisions through advice/quality of work produced by self/others.
• Able to maintain a reputation for quality and delivery of their expertise to the business.
• Assists in the definition of strategy and evolution and associated infrastructure investments for Group/LoB.
• Responsible for engineering delivery plans for a small project as part of a wider team.
• Assists with the transformation strategy for a network, platform or technology discipline in own area of expertise. Eg. BT Unified Trading products, Voice Recording and legacy trading systems.

Qualifications

• May have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND).
• Qualified to be and possibly member of a professional engineering/science institution and working towards chartered engineer accreditation.
• Cisco Certified Voice Engineer or equivalent for example Microsoft certified.
• Relevant professional experience.

Skills/Experience

• Experienced and competent in own area.
• Team worker.
• Applies knowledge/skills to a range of standard and nonstandard activities.
• Understand and interprets client needs, assessing the full requirements.
• Identifies solutions to nonstandard tasks/queries.
• Awareness of internal/ external business issues and best practice in own discipline which is then applied to own role.
• Takes action to monitor and control costs within own work horizons.
• Manages own time to meet agreed targets.
• Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.
• Creates informal networks with key contacts within own area.
• Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider BT team.

Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive.


our focus is simple:
be the global provider-of-choice for managed network and IT infrastructure services.