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