Senior Service Operations Engineer with French

Recruiter: Viktoria Palfi-Vincze

Hiring Manager: Omar Boughattas

Career Grade: F

Why this job mattersAs 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

Key responsibilities: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
Please note that this role requires the colleagues to work in shifts.Language skills:English on a fluent level
French on a fluent level

The skills you'll need

Troubleshooting
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
Demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
Experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
Build diverse future-ready teams where all individuals can be at their best.

About usBT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. As Philip Jansen, our CEO, says 'We embed diversity and inclusion into everything that we do. It's fundamental to our purpose: we connect for good.'

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you'll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won't be alone: we'll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

Why this job matters

The Advanced Network Technician 4 delivers hardware, configuration and fiber connectivity of interdependent scaling projects across several client locations.

What you'll be doing

1. Delivers critical customer technical support for network, hardware, and infrastructure development.
2. Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.
3. Analyses user interfaces, maintains network, hardware, and software performance tuning, analyses workload and computer usage, maintains interfaces with outside systems, and analyses proposed system modifications and upgrades.
4. Defines the problem and develops system requirements and specifications.
5. Prepares required documentation including program-level and user-level documentation; enhances existing software systems.
6. Manages work and priorities through ticketing system and workflow.
7. Collaborates with various stakeholders to remove project obstacles.
8. Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.
9. Participates in the migration, basic configuration and rollout of new or upgraded hardware.
10. Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.
11. Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.

The skills you'll need

Troubleshooting
Customer Service
Escalation Management
Continuous Improvement
Network Delivery
Vendor Management
Network Security
Network Testing
Network Configuration
Technical Documentation
Network Integration
Network Implementation
Requirements Management
Incident Management
Event Planning
Decision Making
Growth Mindset
Inclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
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.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.