What you’ll be doing
Within this role, you’ll be accountable for:
1. Troubleshoot and resolve issues related to the Digital Voice and Media Gateway (ATA-based solutions in local exchanges).
2. Monitor service performance and proactively identify areas for improvement.
3. Collaborate with internal teams and external vendors to ensure service continuity.
4. Translate customer feedback into actionable insights and service enhancements.
5. Support incident and problem management processes, including root cause analysis.
6. Contribute to automation and process optimization initiatives.
7. Communicate clearly with both technical and non-technical stakeholders.
Service first, always!
What you'll bring
These skills will be required to be successful in the role, but we welcome applicants with strong transferrable skill sets where we can also provide training on the below upon joining the team.
Essentials-
8. Technical Support : Working in a technical support or service operations environment troubleshooting complex problems.
9. Stakeholders management: Communicating with stakeholders/customers, interpreting technical information.
10. Data driven decision making and communication: drawing on data and analytical techniques where appropriate and communicating this to business audiences
11. 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
12. Tenacious Problem Solver: Technical problem solving with the ability to look across platforms and teams to ensure problems are resolved for our customers and prevent reoccurrence.
13. Technical Professional Develop: You will have a technical aptitude and be passionate about driving your own development, learning new skills and competencies where required to keep up to date with the latest technology developments.
Desirable but not essential-
14. Technical Skills (Training will be provided to help you learn & adapt the below technical skills) Voice & SIP Protocols: Experience with SIP, SDP, and RTP protocols, including call tracing and diagnostics. Incident Management & Ticketing: Familiarity with jeopardy management, issue tracking, and resolution. Cloud Communication Platforms: Knowledge of BT’s voice platforms, order journeys, and operating models. Service Management Tools: Experience with platforms like Jira, ServiceNow, or similar for issue tracking. Automation & Scripting (Bonus): Understanding of scripting or automation to enhance efficiency.
15. Product Knowledge: Understand the products and services that BT provide and how our customers utilise them.
What's in it for you
16. 10% on target bonus
17. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
18. Life Assurance Cover
19. Exclusive colleague discounts on our latest and greatest BT broadband packages, BT TV with TNT Sports and NOW Entertainment
20. From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
21. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
22. 25 days annual leave (not including bank holidays), increasing with service
23. 24/7 private virtual GP appointments for UK colleagues
24. 2 weeks carer’s leave
25. World-class training and development opportunities
26. Option to join BT Shares Saving schemes