Advanced Network Technician

Why this job matters

In BTI N&I Operations we monitor and manage BT's global networks and Voice services, 24 hours a day, 365 days a year. This includes our core Global Fabric, MPLS, Internet, transmission and Voice networks that serve our BT global customers around the world. The role will require you to be part of a 24 x 7 operations teams to monitor and maintain our core platforms, ensuring we are putting our BTI international customers at the front of everything we do.

Key Responsibilities

• Monitor network & voice services, assess alarms/events, and identify service impact

• Own incidents end-to-end using ITSM tools, ensuring accurate updates and SLA adherence

• Diagnose and troubleshoot faults, using logs, dashboards, and runbooks

• Escalate issues appropriately based on impact, urgency, and resolution path

• Coordinate with vendors/carriers to progress third-party faults and escalations

• Communicate clearly with customers and stakeholders, especially during high-pressure incidents

• Manage and prioritise multiple incidents to minimise service impact

• Support root cause analysis and continuous improvement

• Work collaboratively in a shift/on-call environment with strong ownership and handovers

Skills Required

• Network & Voice fundamentals

• Monitoring & event triage (alarms/events)

• Incident, ticket & escalation management (ITIL)

• Fault diagnosis & troubleshooting support

• 3rd party Supplier/vendor coordination

• Strong communication & customer focus

• Time management & operational discipline

• Problem-solving & analytical skills

Experience Required

• Work experience of 1-3 years.

• Strong understanding of routing, switching, and network hardware

• Experience with alarm monitoring, ticket handling, and ITSM tools (e.g. ServiceNow)

• Experience working with global third-party suppliers and vendors

• Proven experience managing network changes within formal change control processes

• Ability to quickly learn and apply new technologies in a live operational environment

Preferred

• Hands-on experience with Cisco and/or Juniper platforms

• Relevant vendor certification (e.g. CCNA) or equivalent practical experience

• Basic knowledge of VoIP/SIP and call flows

• Awareness of SBCs (Session Border Controllers) and voice security principles