Apply now »

IP Comms 2nd Line Support Professional

Job Req ID:  49274
Posting Date:  23 Jul 2025
Function:  Engineering
Unit:  Networks
Location: 

Assembly, Bristol, United Kingdom

Salary:  Competitive with great benefits

Why this role matters

 

As a valued member of the end to end service 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. 

 

In this role you will be part of a friendly community who are all technical enthusiasts in their field. This role provides the opportunity for personal growth and career development.

 

This role is based in Bristol and our hybrid working model means you are expected to be in the office 3 days per week.

You'll have the following responsibilities

Within this role, you’ll be accountable for: 

  • Resolving Service issues across all Voice Platforms globally 
  • Translating customer feedback in to service metrics 
  • Maintaining ongoing communication with Stakeholders 
  • Proactively identifying and implementing service improvements 
  • Implementing post incident improvement action 
  • Solving complex problems 
  • Effective demand management and prioritisation  
  • Identifying and delivering automation opportunities. 
  • Providing clear and effective communication, upstream, downstream and with customers 
  • Continuous self-driven development 

You'll have the following skills and experience

 

Skills

  • 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: Technical problem solving with the ability to look across platforms and teams to ensure problems are resolved for our customers and prevent reoccurrence. 
  • 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. 

In addition, these skills will be required to be successful in the role, but we welcome applicants with strong transferrable skill sets where we can also providing training on the below upon joining the team. 

 

Technical Skills:  

  • Desirable: PSTN databuild or Design experience. 
  • SIP, SDP and RTP protocol experience 
  • Ticketing, jeopardy management and diagnostics experience. 
  • BT Voice platforms, order journeys and operating models/process. 
  • Experienced in call tracing and understanding call flows.
     

Experience

  • Working in a technical support environment resolving complex problems. 
  • Being part of a team, understanding how to communicate and work together for efficient, effective collaboration to meet service level agreements and team objectives. 
  • Communicating with stakeholders/customers, interpreting technical information. 
  • Understanding service performance, using data to continuously improve. 

Benefits

 

•    10% on target bonus
•    BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•    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.
•    Enhanced women’s health support: including help with 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

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled.  As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. 
 
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband.  Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. 
 
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come.  This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.  
 
Change on the scale we will all experience in the coming years is unprecedented.  BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.

Apply now »