Service Restoration Engineer

Job Req ID: 33054

Posting Date: 9 May 2024

Function: Customer Service

Unit: Business

Location:

No. 8 Jalan Kerinchi,, Kuala Lumpur, Malaysia

Salary: Competitive

Why this job matters

BT Radianz focuses on the global investment market and is a leader in its space. In joining this team, you will 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.

You will be the first point of contact for clients in the capital market sector. In the Financial verticle even the shortest of service interruptions can have global financial impact. We seek individuals who are excellent problem solvers and can identify solutions quickly and under pressure. In addition, the role must adhere to all BT Security Policies and:

• Ensure BT security policy and procedures and ISO 270001 Controls are followed.

• Adhere and maintain the documented ISO27001 procedures and processes by participating in reviews for compliance to security policies.

What I’ll be doing – your accountabilities

• Provide a single point of contact for all clients to report issues, request changes, and obtain general information about the services they subscribe to.

• Fulfil clients requirements for resolving issues and requests within SLA, by accurately assessing the issue, assigning severities, providint triage and/or restoration activities, or routing issues to the resolving teams.

• Provide 1st and 2nd level of technical support of all platform architectures, which include the BT Radianz Networking, Managed Encryption, Compute, and SettleNET, and SWIFT products.

• Provide troubleshooting support on platform infrastructure issues.

• Provide assistance to staff as and when requested and develop a technical coaching and mentoring programs for the team when required.

• Monitor and track the all issues and requests through closure.

• Provide review and root cause analysis to identify systemic flaws in the platform, and to feed these back into the design and platform teams.

• Willing to work on a rotating shift, which may include nights, weekends, and public holidays.

Skills required for the job

• Minimum Diploma, Bachelors Degree, or equivalent of 5 years of experience in a WAN, Compute, and Security Support environment

• Typical Certifications would include, but not be limited to CCNA, CCNP, CCIE, MCSE, RHCSA, RHCE, RHCA, or AWS Solutions Architectect, or practicle work experience desired.

• In-depth knowledge of Cisco, Juniper, Linux, Microsoft, and Security technologies.

• Good knowledge of Service Desk and troubleshooting tools

• Possess excellent Customer Service attitude and good communication skill, excellent listening and analytical problem solving skills.

• Able to communicate clearly and effectively to all levels of customer or internal stakeholders.

• Flexible and able to adjust to the fast-paced service environment

• Candidate must be able to adapt to changes and have flexibility in performing the support role.

• Certification in ITIL Foundation v3 and other certifications would be an added advantage.

• Must be able to communicate in English: other languages will be advantageous.

Experience you would be expected to have

• Expected experience of working on Global Network and Hosted Solutions.

• Preferred experience supporting network infrastructure in the Financial Verticle.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.