Why BT International

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organizations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.  With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organizations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.  If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

Why this job matters

The Global Field Services team supports customers on the ground, putting in service as well as maintaining and fixing issues.  This includes WAN, LAN, Security, Firewall, IPT, voice, audio & video conferencing & POP services, WiFi Surveys and electrical power services & support. We provide data center services including, remote access and reactive and proactive maintenance. We provide IT services including server deployment and commissioning.

What I’ll be doing – your accountabilities

This is a engineer role that support products and services deployed across several BT site/cities including, GPOP, hosting, 3rd party and customer premises. Provide field technical support of service delivery that will ensure client SLA’s and customer satisfaction measures are met.

Operational Responsibilities –

• To participate in all phases of a project rollout (pre-installation discussions, site survey, information gathering, solution feasibility study, unboxing & rack mounting of equipment, configurations, UAT)
• Performing maintenance work such as firmware upgrades, hardware break fix, restoration of equipment configuration
• Performs logistic support requirements such as research, and equipment and spare part inventories
• Documents problems and resolution and updating the ticketing system for future reference
• Develops and update the documents for operations procedure and best practices
• Understand and manage end to end field services customer experiences to maximize customer satisfaction.
• Support escalations related to team members including partners.
• Inventory management for spare equipment and organizing reverse logistics.
• Provide feedback internally as well as externally on operational issues for continuous improvement.
• On rotation basis, support an incident or project rolls out that takes place after office hours.

Other responsibilities

• Maintain and update own technical skillsets and certifications
• Maintain and update process documentation when needed
• Off-site sparing & 3rd party suppliers, site consumables
• Health and safety check on BT POP sites and equipment
• Dimensioning of measurement equipment and adherence of calibration intervals

Skills required for the job

• Technical experience across multiple technologies:
  - Installation, configuration, and troubleshooting of network, security and communication OEM equipment.
  - Video telepresence products and services.
  - Wireless surveys and improvements.

- Certification and skills in F5 and Checkpoint firewall technologies, minor skills for Palo-Alto and Juniper is also desirable

• Commercial skills, able to understand and define correct cost estimates for the services being provided.
• Good communication and written skills (Korean & English speaking).
• Strong customer focus and sense of ownership.

Experience you would be expected to have

• Minimum of 2 years work experience in telecoms and/or data communications
• Ability to travel up to 50% or more of working time
• Can pass background security check and drug test
• Understanding of the telecom market and BT position in the region.
• Bachelor’s degree in Electronics & Telecommunications / Electronics/ IT/Computer Science field or proven equivalent experience
• Certification in Cisco products and services
• CCSA Certification :Check Point Certified Security Administrator (preferred)
• CCSE Certification: Check Point Certified Security Expert (preferred)
• Right to work in Hong Kong