BT Group

Date de publication 23.09.2023

Senior Service Operations Engineer (English + French)

Why this job matters

As a Service Desk Engineer you'll be supporting our French language clients with their immediate needs, with Voice and Data tech on both Avaya and Cisco. Please note- you must speak fluent French to be considered for the role.

What you'll be doing

  • You will do technical support for enterprise customers using technical skills aquired on internal trainings.
  • You will support Voice and Data technology devices produced by Avaya and Cisco.
  • You will coordinate the resolution end-to-end between customer, supplier and resolver teams.
  • You will be involved in managing contractual obligations with suppliers.

Please note that this role requires the colleagues to work in shifts.

Required and desired skills:

Soft skills:
  • Ability to meet the customers' needs in line with the business requirements
  • Working with a cooperative and positive attitude in a group settings to achieve common goals
  • The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience
  • Ability to comprehend and to systematically organize the various aspects of a problem or situation
  • Taking the responsibility and takes care of the consequences of making a decision
  • Acting in advance of a future situation, e.g. making things happen, putting energy to solve the situation
  • Good stress management skills in a fast-paced demanding field. is an advantage

Professional skills:

  • ITIL and Cisco troubleshooting experience is an advantage
  • Customer support experience is an advantage
  • Fresh graduates are welcome
  • Network experience OR French language skill is required

Language skills:

  • English on a fluent level
  • French on a fluent level

The skills you'll need

Customer Service
Escalation Management
Continuous Improvement
Network Delivery
Vendor Management
Network Security
Network Testing
Network Configuration
Technical Documentation
Network Integration
Event Management
Network Implementation
Requirements Management
Incident Management

Our leadership standards

Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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