Tools & Configuration Senior Engineer
BT Group
Ireland-United Kingdom-Antrim-Belfast
18d ago

Working pattern

StandardSalary : Competitive

Closing date

Aug 3, 2018, 5 : 59 : 00 PM

Tools & Configuration Specialist


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

This role is within the Tools Configuration & Innovation (TCI) team, which is a part of the Belfast Managed Services organization providing excellent IT Managed Services to BT customers throughout the world.

The TCI team is primarily responsible for the upkeep and maintenance of the proactive monitoring and customer-management platforms that underpin the Managed Services operations including monitoring, ticketing, automated discovery and remote access.

The team works very closely with the ITIL process owners to ensure they have the tools and technology to enable their teams to function efficiently.

This role will be heavily involved in onboarding new customers onto these platforms, processing SMACS (Small Adds, Moves & Changes) for current customers, and providing support to user issues from customers both internal and external.

A broad understanding of multiple layers of technology is required, especially around server and network technologies (routers and switches etc.).

The Belfast Managed Services organization is a Single Point of Contact for hundreds of enterprise class BT customers and we must ensure to provide excellent levels of customer service to all, so the candidate must be very customer focused and put the customers’ needs at the core of everything they do.

The role will involve triaging of incidents, changes and service requests, following the ITIL recommendations and escalating when necessary but attempting resolution wherever possible, attempting to learn all elements of the diverse tasks that flow through the team.

The role includes both complex and simple tasks, including recurring maintenance tasks, spanning both commercial customers and NI government contracts.

The candidate will be encouraged to take ownership of incidents and form a key part of the Managed Services End to End process.

Team members are expected to act with professionalism and integrity when working with customers and colleagues. The candidate will be self-

motivated, able to work alone as well as part of a very close knit team.

What you'll be doing

A Managed Service Operations role, working in the TCI team. The applicant will need a strong technology background covering as wide as possible range of technology from servers, routers, applications IP telephony any many others.

A good understanding of proactive monitoring technologies used to monitor remote customer environments using agents, and agentless monitoring technologies over PING, SNMP and WMI.

Along with a strong technology background in management of IT Systems and Network infrastructures, the candidate will also require great customer facing skills.

The job is highly focused on working as part of a team to meet the customer needs and SLA requirements.

  • Ownership of simple and complex support issues at both level 1 and level 2.
  • Ownership of customer onboarding tasks to ensure a seamless delivery of new customers.
  • Ownership of Incidents to meet contractual SLA’s.
  • Ownership of changes and strict adherence to the Change process.
  • Ownership of operations tasks and system maintenance activities.
  • Liaison with customers and affected users and the wider teams.
  • Undertake detailed analysis of data.
  • Develop, propose and execute plans for incident resolution.
  • Manage conflicting priorities whilst protecting Customer SLAs.
  • Escalate incidents to 3rd parties where appropriate and mange such incidents through to resolution.
  • Develop and execute release and change plans.
  • Execute run book activities for Internal and customer infrastructures.
  • Be part of the Triage rota working on issues as they enter the team ensuring expediency and escalation where appropriate.
  • Be willing to be flexible to ensure the team can cover the hours of 8am to 6pm Monday to Friday.
  • Develop improvement plans and project manage their implementation.
  • Schedule multiple conflicting priorities from customers both internal and external.
  • Work with all teams involved in the delivery process to look for areas of improvement and efficiency through data and processes.
  • We'll also need to see these on your CV

    Essential skills :

  • Monitoring toolset proficiency (pref. Solarwinds product suite).
  • Network & System Management & Monitoring experience.
  • Experience of configuring & maintaining IT infrastructure such as network kit, servers and applications.
  • Good working knowledge of protocols such as SNMP, WMI, SYSLOG, TRAP & DNS.
  • Experience of working within a large enterprise environment (microsoft, citrix).
  • Experience working in a Managed Services or ITIL focused IT support environment.
  • MS SQL Server DB administration.
  • Desirable skills :

  • MS SSRS development and management.
  • Splunk Enterprise administration.
  • Scripting experience in Python, c#,
  • Experience of BMC Remedy as a user.
  • Experience of BMC Remedy as a super user (adding users, roles etc)
  • Some SIEM / security monitoring.
  • Data analytics and big data management.
  • Why choose us?

    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.

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form