Technical Support Professional

Job Req ID: 32757

Posting Date: 30 Apr 2024

Function: Engineering

Unit: Networks

Location:

Snowhill, Birmingham, United Kingdom

Salary: Atractive salary + bonus + great benefits

Working style: 3 days office, 2 days anywhere

Why this job matters

We are looking for a Technical Service Professional who will be a valued member of the Global Voice Service Operations team.

You’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements.

This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our customers.

What you’ll be doing

• Identifying and resolving customer Global Voice Faults.

• Managing customer incidents, attending troubleshooting bridges.

• Managing our supplier and vendors.

• Proactively identifying and implementing service improvements.

• Working to make the team more efficient.

• Solving complex problems.

• Effective demand management and prioritization.

• Identifying and delivering automation opportunities.

• Providing clear and effective communication, upstream, downstream and with customers.

• Continuous self-driven development.

What you'll bring

Mandatory

• Ticketing, jeopardy management and diagnostics experience.

• Experience in IT / Technical environment.

Nice to Have (these skills can also be learned on the job):

• Good knowledge and understanding in protocols such as SIP, SDP and RTP.

• Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences.

• Team player & collaboration: You will be working with many different teams and stakeholders, requiring you to establish good relationships and contribute as a team player.

• Product Knowledge: understand the products and services that BT provide and how our customers utilise them.

• Tenacious Problem Solver: a desire to look across platforms and teams to ensure problems are resolved for our customers and prevent reoccurrence.

• Technical & Driven to upskill: You will have a technical aptitude and be passionate about driving your own development, learning new skills and competencies where required dependant on specific projects and focus areas.

• Good knowledge of BT Voice platforms, order journeys and operating models/process.

Your Benefits

• 10% on target bonus

• Life Assurance

• 25 days annual leave (plus bank holidays) increasing with service

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

• World-class training and development opportunities

• Direct share scheme

• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.

• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan

• Exclusive colleague discounts on our latest and greatest TV, mobile and broadband packages

• Access to 100’s of retail discounts including the BT shop

• Shared Parental leave - maximum amount of leave you can share with your partner is 50 weeks

• 3 volunteering days per year.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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.

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.