Service Operations Engineer

About BT

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.  
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive. 
Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.

About the role

•    Specific business area: Service Assurance
•    Impact of the role: You will be actively working on network related incidents/service requests ensuring quick resolution of unplanned service interruptions and request implementations supporting smooth running of services offered by BT to our customers.
•    Link to strategy: You will be working in incident management in close collaboration with other ITIL functions in alignment with BT Group’s Behaviours.

What you will be doing (Role Accountabilities)

•    Owning, leading and driving issues and representing BT during technical conference calls
•    Handling technically complex incidents and changes received through ticketing tools, emails and occasionally calls
•    Being responsible for cooperating with internal and external stakeholders and making sure you leave a lasting good impression
•    Being exposed to a variety of internetworking technologies (MPLS, DMVPN, SDWAN, ZScaler, VoIP just to name a few) through supporting complex network solutions
•    Being a crucial part of operating and maintaining worldwide businesses for our customers in the pharmaceutical, manufacturing, automotive industry etc.
 

What you’ll need to succeed (Skills & Experience)

Soft skills:

•    Ability to meet the customers’ needs in line with the business requirements
•    Focusing on the objectives and the required outcomes of the processes while delivering a service
•    Working with a cooperative and positive attitude in a group setting to achieve common goals
•    Ability to comprehend and to oversee various aspects of a problem or a situation

Professional skills:

•    In-depth understanding of LAN/WAN technologies (CCNA-level knowledge, the certificate is not needed)
•    Knowledge of network troubleshooting is required 
•    1-2 years of experience in technical support is an advantage
•    Familiarity with the following products is an advantage: Cisco, Juniper, Adva, Avaya, Ipanema, Meraki is an advantage

Other skills:

•    English on a fluent level is a must
•    Effective communication
Additional information: 
•    Having the opportunity to learn from senior colleagues/professional trainers
•    Finding out whether you are an early bird or a night owl thanks to the weekly rotating shift pattern (flexible working patterns)
•    Competitive salary
•    Shift allowance
•    Additional benefits 
•    Smart working (home + office) 
 

BT Group’s Behaviours

Customer First    Prioritize customer needs in every decision and action. 
Challengers    Challenge the status quo and bring innovative ideas to life.
Committed    Own outcomes and deliver with integrity.
Clear    Communicate openly and simply, ensuring alignment.
Connected    Collaborate across teams to achieve shared goals.

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.
 
We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market. 
 
With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.
 
If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.