Overview
This role provides 2nd and 3rd line technical support and managed services to UK government and commercial customers using unified communications and collaboration technologies. You'll lead a Voice technical support team ensuring service availability and excellence. By applying BT's processes, quality standards and expertise, you'll help our customers achieve their objectives through the power of communication.
Responsibilities
* Leading 2nd and 3rd line voice support across EMS government managed services customers.
* Delivering service to contractual standards, resolving incidents, requests, changes and problems to time, cost and quality.
* Managing customer escalations and ensuring timely resolution through effective communication and jeopardy planning.
* Collaborating with Service Delivery, Transition and Technical Services teams to deliver continuous improvement and transformation goals.
* Building strong relationships with customers and internal stakeholders to drive high satisfaction and service excellence.
* Strong customer focus and drive to provide proactive, pre-emptive and best in class service.
* Experience of supporting Avaya UC applications.
* Makes right judgments about where to focus and provide strong visible leadership, and where to manage with a light hand.
* Ability to process complex ideas and think logically; perceives and understands others.
* Possesses the ability to take well-evaluated risks and be audacious in making decisions and taking action.
* Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy.
* Acts with integrity and takes responsibility for own actions and responses.
* Knowledge and experience of best-in-class service.
Experience and Qualifications
* Preferably HNC level educated and qualified to minimum vendor professional qualification standard.
* Expert standard of certification is desirable.
* Qualified to ITIL v4 Foundation level.
* 5+ years working within a systems integrator 2nd line support environment as a highly skilled technical engineer; preferably leading teams of highly technical engineers.
* Knowledge of Avaya products, customer IT systems and applications.
* Experience of working across the service lifecycle, supporting bids as a subject matter expert.
Company and Benefits
* With over 175 years of heritage, BT is the flagship business brand of BT Group. We’re a global leader for secure connectivity and collaboration platforms for businesses of all sizes. We value diversity and inclusion and believe in making a positive impact.
* 10% on target annual bonus
* BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
* X4 Salary Life Assurance
* Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
* 25 days annual leave (not including bank holidays), increasing with service
* From January 2025, equal family leave: 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate
* Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
* 24/7 private virtual GP appointments for UK colleagues
* 2 weeks paid carer’s leave
* World-class training and development opportunities
* Option to join BT Shares Saving schemes
* Discounted broadband, mobile and TV package
* Access to 100’s of retail discounts including the BT shop
Working Arrangements
Flexible Working: This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
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