Technical Service Professional – BT Group
Location: Birmingham, England, United Kingdom
Why this job matters
As a valued member of the GIPX team you’ll be empowered to deliver service excellence for our customers. This role involves diagnosing and resolving customer issues, proactively identifying and implementing service improvements, and managing customer‑reported issues, proactive traffic management and fraud management across the Global IPX platform.
This job is hybrid
3 days in office, in either Birmingham or Manchester.
What You’ll Be Doing
* Resolving IP Service issues across the SDIN platform, pertaining to GIPX faults.
* Translating customer feedback into service metrics.
* Reducing customer and internal escalations through robust root cause analysis, ensuring lessons learned are captured and improvements are implemented.
* Maintaining ongoing communication with stakeholders.
* Dealing with escalations from external customers and internal BT teams and seeing the issue through to resolution.
* Ticket management on SNOW.
* Proactively identifying and implementing service improvements.
* Implementing post‑incident improvement action.
* 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.
Technical Accountabilities
* Good knowledge and understanding of protocols such as SIP, SDP and RTP.
* Proven experience with ticketing systems, jeopardy management and diagnostics on SNOW.
* Good knowledge of BT Voice platforms, order journeys and operating models/process.
* Advise on product features and limitations, identify workarounds or reroute network traffic.
* Assist with provisioning of new customers and services.
* Ability to adapt and move between platforms seamlessly to cross‑platform issues.
* Be available for out of hours support as needed.
* Take ownership of priority customers.
Skills Required for the Role
* Story‑telling with data: strong skills in building the case for change and communicating this to business audiences.
* Business acumen: knowledge of business strategy and drivers of organisational performance.
* Data‑driven decision making and communication: using data and analytical techniques to inform business audiences.
* Team player & collaboration: establishing good relationships across teams and stakeholders.
* Process/System improvement: identifying process improvements and automation opportunities.
* Product knowledge: understanding BT products and services and how customers utilise them.
* Tenacious problem solver: looking across platforms and teams to resolve issues and prevent reoccurrence.
* Technical & driven to upskill: technical aptitude and passion for learning new skills and competencies.
Experience Required for the Role
Mandatory:
* Ticket management on SNOW.
* Experience with Wireshark and/or other tracing tools.
* Good knowledge and understanding of protocols such as SIP, SDP and RTP.
* Good understanding of signalling and networking topologies.
Desirable but not essential:
* Project management.
* Experience in continuous improvement methods that drive ongoing improvements to process and service.
* ITIL 4 certification.
* Effective communication with customers to understand their needs and interpret into SMART objectives.
Benefits
* On‑target 10% bonus.
* BT Pension scheme, minimum 5% employee contribution, BT contribution 10%.
* From January 2025, equal family leave: 18 weeks at full pay, 8 weeks at half pay and 26 weeks at statutory rate.
* Enhanced women’s health support: menopause symptoms, cancer screenings, period care and more.
* 25 days annual leave (not including bank holidays), increasing with service.
* 24/7 private virtual GP appointments for UK colleagues.
* 2 weeks carer’s leave.
* World‑class training and development opportunities.
* Option to join BT Shares Saving schemes.
About Us
BT Group was the world’s first telco and our heritage in the sector is unrivaled. As home to BT, EE, Openreach and Plusnet, we are shaping the future of connectivity with cutting‑edge projects like the UK’s largest fibre broadband rollout and 5G expansion. We are committed to simplifying our systems, processes and structures while leveraging AI and technology to deliver an exceptional customer experience.
We are committed to building a diverse, inclusive, and authentic workplace where everyone can be their best. If you’re excited about this role but your past experience doesn’t align perfectly with every requirement, please apply anyway.
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