Why this job matters

Our purpose is to use the power of communication to not only make a better world but also for us to be number one for Service in the European business market. This will be achieved by doing our best for our colleagues and our customers, building the best networks and doing the best for our country, society and our communities. 

This role provides technical support and managed services to our customers through the use of Data Services technologies, 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication. 

The role requires a skilled technical engineer who is an innovative, engaging, driven individual and has a proven record of achievement. 

For more information on BT Business then please visit the following link:

Location Cardiff - Onsite 3 days per week - 2 days working from home.

You'll have the following responsibilities

Assess new in-life complex change requirements including impact upon existing service and infrastructure and provide technical concurrence.  Ownership and implementation of configuration changes to the supported infrastructure.  Attend customer change advisory board sessions, as necessary and provide guidance on technical areas.  Primary technical customer and BT liaison for the in life contract, interfacing with the account team where necessary for complex change and strategic discussions. Complex change deemed as professional or consultancy services will be chargeable and managed as a contract change notification.  Attend service reviews remotely as required, and by exception in person at the supplier’s discretion.  Engage in problem management providing support on technical issues.  Provide matrix management of complex incidents. Managing complex incidents through to resolution via matrix managing other suppliers, 3rd parties and internal resolver groups as appropriate.  Suggest changes to the supported infrastructure to continuously improve performance.  Upon request undertake capacity analysis of the supported infrastructure using an appropriate operational tool.  Update and maintain technical operational documentation in life, post significant changes.  Undertake estate management, reviewing current software and hardware versions for end of life notifications. 

You'll have the following technical skills & experience 

5+ years working within a systems integrator support environment as a highly skilled technical engineer.  In-depth knowledge of EMS products, customer IT systems and applications.  Experience of working across the service lifecycle, supporting and costing bids as a subject matter expert.  Possesses a deep level technical knowledge of Data Services technologies and associated management applications.  Have strong service improvement and service transformation skills;  Have highly developed organisation, prioritisation, communication (written and verbal), tenacity and ownership skills. 

Benefits of joining BT

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

Competitive Salary 10% on target bonus BT Pension scheme, minimum 5% Employee contribution, BT contribution 10% From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more. 25 days annual leave (not including bank holidays), increasing with service 24/7 private virtual GP appointments for UK colleagues 2 weeks carer’s leave  World-class training and development opportunities Option to join BT Shares Saving schemes.