Senior Support Engineer (One Braham (4140), London, United Kingdom)

ZipRecruiter; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading telecommunications company seeks a 'Senior Support Engineer' to ensure the performance of mobile network services. This role involves 24/7 support, operational excellence, and mentoring within a dynamic team. The company values diverse candidates and supports flexible working arrangements.

Benefits

Annual bonus of 10%

BT pension scheme

Life assurance and share schemes

Healthcare options

25 days annual leave

Qualifications

• Extensive experience in troubleshooting network issues.
• Support for large-scale firewall estates and lifecycle management.
• Understanding of data networking protocols (TCP/IP).

Responsibilities

• Maintain service availability and operational efficiency.
• Lead operational and technical responsibilities in projects.
• Document and mentor team members.

Skills

Troubleshooting

Network firewalls

Data networking protocols

Operational incident handling

Tools

SDN/NFV/NSX-T

Job description

Job Description

Senior Support Engineer (One Braham (4140), London, United Kingdom)

Recruiter: Molly Lees

Hiring Manager: Geraint Morris

Career Grade: D

Internal Closing Date: 11th June

Why this job matters

Our Mobile Network is at the heart of everything we do; from sending a text, to watching the latest YouTube sensation. It’s constantly evolving, and we’re at the forefront of technology for the next generation of cutting-edge mobile networks and services. Our Network Engineer apprentices play a key part in making sure that continues.

The Mobile Operations teams support and manage system and service performance of services for Mobile Voice and Data services for all mobile brands and MVNOs, 24/7/365.

What you’ll be doing

• Be a recognized technical expert for at least 2 systems/services within the team’s remit, ensuring all platforms/systems/services under your control achieve the agreed availability targets.
• Ensure that expert support is available 24/7/365.
• Recommend procedural and process improvements to enhance service availability, data integrity, and system performance.
• Represent and lead operational responsibilities in projects, ensuring design and support models are fit for purpose.
• Support and implement strategies for the technical area, deploying new systems, managing upgrades, and maintaining high service availability and operational efficiency.
• Specify, build, secure, and support environments that enable subscriber services within the mobile core network, providing expert support for all systems in the 2nd Line Mobile Operations department.
• Produce infrastructure management documentation such as support documents, fault-finding guides, and expert advice.
• Mentor and train team members.
• Lead on your technical area to ensure compliance with ESN requirements for audits and SLAs.
• Lead technical aspects of post-incident reviews to drive improvements.
• Participate in vendor operational review meetings, leading workstreams where appropriate, ensuring value for money.

Skills and Experience

• Extensive troubleshooting and resolution skills on network firewalls (Fortinet and/or Checkpoint).
• Experience supporting large-scale firewall estates.
• Hands-on experience with firewall lifecycle management.
• Good understanding of data networking protocols (TCP/IP, load balancing, routing and switching).
• Experience with network virtualization technologies (SDN/NFV/NSX-T) is advantageous.
• Awareness of the Telecommunications Security Act (TSA) is a plus.
• Experience in a 24x7 real-time service support environment.
• Operational incident handling and resolution experience.
• Understanding of the commercial aspects of supporting network estate.

Benefits

• Annual bonus of 10% (personal and company multipliers).
• BT pension scheme with minimum 5% employee contribution and 10% BT contribution.
• Life assurance, share schemes, colleague discounts, and mobile plans.
• Additional benefits including healthcare options, 25 days annual leave, volunteering days, and electric vehicle salary sacrifice scheme.

Our leadership standards

Our standards focus on inclusive and safe leadership, owning outcomes, delivering for customers, being commercially savvy, and building future-ready teams.

About us

BT Group is a pioneering telco with a rich heritage, investing heavily in digital infrastructure, 5G, and AI to revolutionize connectivity and customer experience in the UK.

Additional notes

We welcome flexible working arrangements and encourage applications from diverse backgrounds. If you don’t meet every requirement, consider applying — we value potential and diversity.