**What you’ll be doing:**
+ Ensure network support and troubleshooting for LAN, WAN, WLAN and SDWAN issues with proper incident administration end to end.
+ Identification, isolation and resolution for service disruptions affecting customer connectivity always focusing on right first time resolution and service restauration
+ Communicate with partners, resolver groups and field engineers providing them information and guidance aiming service restauration.
+ Providing customer support for network services in English, responding to customer requests and contacts. Monitoring and troubleshooting network events with accountability and responsibility following technology best practices
+ Customer communication and ensure updates about progress of incidents and request to users and managers. Join crisis calls and ensure technical support for network cases
+ Ensure quick response to network alerts from monitoring systems, incident assignment and resolver groups engagement.
+ Be proactive and responsive to network alerts, events and disruptions aiming to start fault isolation and troubleshooting as soon as possible aiming to resolve them on SLA target time.
+ Acknowledge, update and closure incidents following all steps of incident management according to ITIL best practices aiming to resolve them on SLA target time.
+ Home office is available in this role depending on further agreement
**This role will suit you if you have the following skills:**
+ Network troubleshooting
+ Customer communication in English
+ ITIL knowledge is an advantage
+ Experience with network monitoring is an advantage
+ Cisco certification is an advantage
**Find out more about the most attractive service centre of Hungary, follow us** **on Facebook** at https://www.facebook.com/BTCareersHungary **!**
**Our efforts to become a really good place to work have been honoured with the following awards:**
+ Best University Programme in Hungary Award – (2018)
+ Best Employer Branding Strategy in Hungary – Gold Medal (2018)
+ Best Employer Branding Initiative in the CEE, SSC sector (2018)
+ Most attractive employer, SSC sector (2017)
+ Family Friendly Mentor Company (2018)
+ Family-friendly Company (2012, 2014, 2016)
+ Best University-Business cooperation of the year in CEE (2017)
+ Best SSC in CEE region (2016)
+ Best Shared Service of Excellence in Hungary (2015)
+ Diversity Ambassador Employer (2015)
Create and submit your application by clicking the **Apply Online** button below or check out our other live vacancies **here** and find a better match!
Please visit **this link** at https://www.globalservices.bt.com/en/legal/regulatory-legal-statements/hungary to read about the legal terms of employment with BT in Hungary.
**Job:** _Customer service_
**Title:** _2nd Line Technical Management Engineer_
**Requisition ID:** _143163_