Data Engineer

• Utilizing experience and evolving technical ability to resolve technical incidents, service requests, changes or problems relating to the networks portfolio
• Deal with customer requests in line with Service definitions and SLA’s
• To escalate and manage incidents and requests to vendors in a timely fashion
• Management and documentation of information relating to customer incidents, service requests, change and problem, and the effective communication of progress of such events to all stakeholders in line with internal process
• Collaborate with all BT business units to bring about timely resolution of technical issues
• Ensuring continued development of product knowledge, known issues and troubleshooting techniques throughout the support teams
• Undertake personal training and development in line with departmental needs and in line with a Personal Development Plan as agreed with Line Manager
• Development of training, tools and processes to ensure teams increase and develop technical capability
• Perform as an integral member of the Networks team providing 24x7x365 service participating in an on-call support rota outside of core hours
• Support a SME for designated clients and technologies
• Contribute towards the pro-active review and maintenance of customer infrastructure
• Provide input and approval within the ‘Acceptance into Service’ process for new customers
• Ability to analyse complex technical problems
• Tactful and patient with users/customer and all stakeholders.
• Excellent verbal and written communication skills
• Answering user's queries over the phone, email, Request fulfilment tools/web portal
• Follow standard procedures to escalate any unresolved issues to the appropriate internal teams

Data Engineer, 3rd Line

Data Engineering Specialist