Application Support Engineer

BT Group; West of England; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Hybrid working model

Security clearance eligibility

10% annual bonus

Private GP 24/7 for you and family

Pension 5% + 10% employer

Holiday purchase scheme

Job summary

BT Group in Bristol is seeking an Application Support Engineer to join the Security Software Services team. This role provides 2nd line PKI support for internal and external customers, with hybrid working: 3 days in the Bristol office and 2 days remote.

You'll help maintain and improve PKI platforms, perform root-cause analysis, manage incidents, and participate in on-call rotations while adhering to SLA commitments and security compliance requirements.

Qualifications

• Strong diagnostic and problem solving – ability to analyse complex technical issues, identify root causes, and drive incidents to resolution.
• Customer focus – understand customer requirements, communicate with stakeholders, deliver solutions that meet business needs.
• CLI/LINUX – experience supporting operating systems via CLI, preferably Linux environments.
• Relational databases – query, troubleshoot, and support database-driven applications.

Responsibilities

• Provide 2nd line technical support to external and internal customers by leading technical troubleshooting and root cause analysis.
• Identify opportunities to reduce incident volumes through automation and process improvement.
• Identify, manage and mitigate vulnerabilities and risks affecting PKI platforms.
• Be part of an on-call rota to ensure service impacting incidents are managed 24/7.
• Plan and implement routine security patching, application releases and upgrades.
• Ensure changes are tested, documented, and implemented with minimal customer impact.
• Maintain operational documentation, runbooks, and knowledge articles.
• Support the maintenance and continual improvement of BCDR plans through disaster recovery exercises.
• Support compliance activities, audits, and Key Ceremonies.
• Ensuring all in-life activities are managed within service level agreements (SLA’s).

Skills

Diagnostics

Customer focus

CLI/Linux

Databases

Tools

Kubernetes

Job description

Location: Assembly, Bristol

This role is based out of our Assembly, Bristol office. We have a hybrid working model of 3 days together and 2 days wherever.

Due to the nature of the work, you will need to be elegible for security clearance+.

About the role

Public Key Infrastructure (PKI) is critical for securing trust in a digital world. As an Application Support Engineer within the Security Software Services team, you will be part of a second line support team who are responsible for maintaining and improving in-life services of designated PKI platforms, supporting a mixture of internal and external customers.

This is a great opportunity to join a niche, but growing team, focused on delivering security critical platforms.

What you’ll be doing

1. Provide 2nd Line technical support to external and internal customers by leading technical troubleshooting and performing root cause analysis.
2. Identify opportunities to reduce incident volumes through automation and process improvement.
3. Identify, manage and mitigate vulnerabilities and risks affecting our platforms.
4. Be part of an on call rota to ensure potential service impacting incidents are managed 24/7.
5. Plan and implement routine security patching, application releases and upgrades.
6. Ensure changes are tested, documented, and implemented with minimal customer impact. Some out of standard office hours work will be required to implement changes.
7. Maintain operational documentation, runbooks, and knowledge articles.
8. Support the maintenance and continual improvement of BCDR plans through regular disaster recovery exercises and resilience testing.
9. Support compliance activities, audits, and Key Ceremonies.
10. Ensuring all in-life activities are managed within our service level agreements (SLA’s).

Essential Skills / Experience

• Strong diagnostic and problem solving – Demonstrates the ability to analyse complex technical issues, identify root causes, and drive incidents through to successful resolution.
• Customer focus – Ability to understand customer requirements, communicate effectively with stakeholders, and deliver solutions that meet business and operational needs.
• Command Line Interfaces – Experience supporting operating systems via CLI, with a preference for supporting Linux environments.
• Databases – Strong understanding relational databases, including the ability to query, troubleshoot, and support database-driven applications.

Desirable Skills / Experience

• Public Key Infrastructure (PKI) - Basic understanding of PKI and cryptographic technologies, including certificates and key management
• Kubernetes - Strong understanding of Kubernetes concepts and containerised application environments, including deployment and operational support.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle.

Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.