Field Engineer

3 weeks ago

Limerick, Limerick, Ireland BT Ireland Full time
Recruiter: Reka Vajna

Why this role matters

The primary responsibility of the Field Engineer is to handle tickets assigned to the zone and resolve them as quickly and efficiently as possible. You will be the foundation of the new field team structure and will own and drive all activity within a zone, working with your counterparts in the zone and 3 Ireland to deliver for your area. You will be a key part of BT's support to 3 Ireland and must ensure we always provide excellent levels of customer service. The role will involve a number of technical and administrative activities such as analyzing data from the trouble ticketing system to determine the best action to take, liaising with various 3 back-office teams, resolving issues efficiently, actively engaging with BT third-party contractors, responding to customer queries, and managing SLAs. You will be expected to act with professionalism and integrity when working with customers and colleagues.

What you'll be doing
  • Very experienced telecoms engineer able to work on all aspects of the 3 Ireland network (including DC power supply, Radio Frequency (Radio Base Station and transmission), and Optical).
  • The Field Engineer will have end-to-end ownership of all activities on sites in their zone including change control and will provide feedback to help Three Ireland improve service insight and site databases.
  • Actively log into the ticket system and pick up open faults in your area, managing them end-to-end to resolution.
  • Empowered to act independently, collaborate with others, or escalate as required through defined escalation processes.
  • Continuous improvement will be key to improving our service to 3 Ireland.
  • Stock management – van and rollout stores must be tracked and replenished as required.
  • Based in a zone but will work across zones if required.
  • Own approximately 100 sites.
  • Carry out health checks when on site and report back any defects.
  • Be on call – 1 week in 5.
  • Be a climber as the majority of issues will be at height as the network topology evolves.
  • Undertake other duties requested by the team leader as per operational requirements.
General
  • Compliance and diversity is key in BT.
  • Communicate clearly with all team members and management.
  • Be able to self-manage and be proactive in approach.
  • Maintain good punctuality and attendance in accordance with BT standards.
  • Annual Leave to be agreed with Line Management, assessed in line with business need, before booking any holidays.
  • Before going on Annual Leave, set up 'out of office' messages for email and voicemail, explaining when you will be back and providing alternate contacts.
  • Show professional courtesy in conduct with colleagues and customers at all times.
  • Comply with company operational standards and policy in executing your work.
The Skills & Experience You Need
  • Existing experience in a technical role in a mobile network environment.
  • Excellent field-based telecoms experience.
  • Currently a Climber or prepared to be trained.
  • Excellent interpersonal and customer relationship skills.
  • Ability to work well under pressure if required.
  • A self-starter who can think on their feet.
  • Team player.
Why this job matters
The Field Engineering Professional undertakes and drives industry-leading responses for network/customer issues and faults, assisting with customer-focused installations and maintenance of the IT service offering.

What You'll Be Doing
  1. Undertakes the diagnosis and resolution of network issues ensuring adherence to best practices and safety standards which minimize the impact on customer service.
  2. Executes on-site related requests and project-related tasks ensuring effective delivery of customer solutions within field engineering's capacity levels.
  3. Participates in responses of Field Service requests are fulfilled within expectation at a standard that continues the cultivation of market-leading service management.
  • Ensures technicians follow Field Engineering's customer service standard levels and ensures the visibility and robustness of frameworks that hold engineers accountable to those standards.
  • Delivers quality documentation and reporting regarding the realization and directly after the intervention, including out of business hours.
  • Participates in the on-call activities for field services including incident resolution within SLA, in and out of business hours.
  • Ensures the quality and efficiency provided to our internal and external customers.
  • Supports the implementation of ways to improve working processes within Field Engineering.
The Skills You'll Need
  • Troubleshooting.
  • Systems Configuration.
  • Equipment Repair & Maintenance.
  • Operations.
  • Regulatory Compliance.
  • Escalation Management.
  • Issue Resolution.
  • Equipment Testing.
  • Health, Safety & Environment (HSE) Strategy.
  • Risk Management.
  • Cabling.
  • Technical Documentation.
  • Data Analysis.
  • Systems Installation.
  • Decision Making.
  • Growth Mindset.
  • Quality Assurance.
  • Inclusive Leadership.
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty, and integrity.
Owning outcomes
I take the right decisions that benefit the broader organization.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organization.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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 organization 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 on 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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.
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