Technical Support Professional

2 weeks ago


Southampton, United Kingdom BT Group Full time

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.

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