Technical Support - Specialist Services

Recruiter:
Lloyd Hughes Hiring Manager:
Martin Baldwin Career Grade: EDue to the sensitive nature of this role, you will be required to undergo DV (Developed Vetting) level Security Clearance (. An allowance of 5k per annum may be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses.
We deliver vital work at scale, with real breadth and impact. We connect for good.

You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people.

Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

About the role

To manage, operate, and assure a large, complex, and highly secure Managed Service supporting critical UK national infrastructure and HM Government Defence operations.

The role operates under the direction of the Operational Service Manager (OSM) and Platform Technical Team and carries direct responsibility during shift for service resilience, security assurance, and operational stability, contributing to a brilliant customer and employee experience.

What you’ll be doing

Whilst on shift, be responsible for ALL 1st and 2nd Line operational activities for a large, complex, highly secure Managed Service.

Operate strictly in accordance with all platform and building SYOPS, processes, procedures, and local work instructions, including any BT or Customer directed sub activities, as authorised and directed by the OSM.Maintain full awareness of operational priorities, security posture, and live service risk throughout the shift

Core Networking and Routing Technologies Security and Boundary Technologies IT, Server, Virtualisation, and Infrastructure Technologies Voice and VoIP Technologies Environmental systems, including power, cooling, and intruder detection technologies

Ensure all technologies and infrastructure remain in an R0 Operational State (immediate readiness).Support the platform team in regular testing, exercising, and development of service capability, as directed by the OSM.Identify, escalate, and support resolution of incidents and service degradation in line with operational procedures.

Assist in attaining and maintaining the strictest government and MoD security assurance and accreditation for the Managed Service.

Essential Skills / Experience Operational

Experience:

Proven experience supporting secure, highly available Managed Services within regulated or classified environments. Technology Awareness:
Working knowledge across networking, infrastructure, security, virtualisation, and environmental systems within secure operational estates.

Stakeholder Management:
Ability to work collaboratively across virtual and on site teams, multiple BT Lines of Business, third party suppliers and contractors, and customer/user authorities.

Procedural Discipline:
Demonstrated ability to operate strictly within SYOPS, processes, procedures, and local work instructions.

Team working:
Commitment to inclusive behaviours, collaboration, and the One Team ethos.

Desirable Skills / Experience Business Acumen:
Awareness of business strategy and the drivers of organisational performance, including people performance and financial literacy.

Experience working within secure Network Operations Centres (NOCs).Familiarity with incident, problem, and change processes within managed service environments.

Our Package When you join our team, you'll play a role in delivering work that makes a real difference across the UK. In return, you'll be rewarded with a market-leading Total Reward package that reflects the value of your skills and expertise. From structured technical progression and industry-recognised training to generous family support and…