3rd Line Network Support Specialist - Rolls Royce

Job Location:

G  BT Customer Site

Location:

London

Advertised Salary:
Competitive Salary + Great Benefits

Our 3rd Line Network Support Specialist will be working on the Rolls Royce account alongside other BT personnel and other 3rd party companies’ engineers, providing lead technical support on complex network, security & cyber security deployments, incidents and projects, liaising with customer representatives, vendors and directing support colleagues.

You will be required to build intermate working relationships through effective communication and meeting expectations. You will need to be committed to reducing KPIs and SLAs to below customer expectations, ensuring that the customer and its services comes first.

The successful candidate will need to be eligible to gain and hold Government Security Clearance to SC UK Eyes Only Level. You may also be required to go through Government Security Clearance to DV Level in the future.

• Form an integral part of a team providing in-life 3rd line technical support, including callout within a 1 in 4 callout rota.
• Be a Subject Matter Expert for a wide range of technologies & products.
• Detect, respond and resolve complex incidents, problems and changes within the operational environment.
• Provide 3rd line SME support, responsible for the high priority incident while resolving within the agreed SLA.
• Be the technology SME for specialised products and services.
• Be the operational SPOC for our design or customer contract teams.
• Provide Root Cause Analysis and contributing to Post-incident Review as and when required.
• Support issue escalations, identify risks, ensuring timely intervention and communication to stakeholders.

• Proven technical experience across Network Engineering and Security Operations, including Cisco, Checkpoint, Fortinet Firewalls, F5, Cisco ISE, Fortinet SD-WAN, WiFi, switching and routing technologies.
• Excellent stakeholder management skills, with experience working directly with customers, collaborating with designers and wider business teams to support complex network and security environments.
• Proven incident leadership capability, managing multiple incidents, making effective decisions to meet SLA targets, and leading technical teleconferences to resolve major or complex security issues.

• Exposure to Service Now reporting and dashboarding.
• Exposure to Algo Sec and Infoblox.

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
• You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready

• This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
• Take part in a 1 in 4 week callout rota.
• Frequent travel may be required.

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…