Trader Voice Support and Delivery Engineer

Why BT International

At BT International, our purpose is to keep the world connected.

As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.  With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.  

If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

What is the role?

As part of the Trader Voice Support Team within the BT Trader Voice Operations Centre (TVOC), this is an exciting opportunity to work within the area of Financial Trading. The role includes diagnosing and resolving customer issues specific to the BT Trading Platform and working on BT Trading projects such as new installations and complex upgrades.

This role gives you the opportunity to collaborate with teams across BT, with our vendors/partners and interact directly with our customers.

What are you accountable for?

• Providing best in class support to our BT Trading and Command customers via the Zendesk ticketing application. Always ready to follow-up with a swift telephone call to understand the incident and collect the logs required.
• When required, acting as a Project resource for installations and complex upgrades. Work may be conducted onsite or remotely, depending on customer requirements.
• Supports incident management, prioritisation and diagnostics related activities, logically troubleshoots customer issues or incidents, and escalates issues if necessary.
• Encourages a healthy and professional relationship with suppliers and senior internal stakeholders, ensures excellence customers engagement.
• Contributes to the maintenance of IT Infrastructure components, tools or locations and executes the designs on services (e.g., network, security, storage, compute), which are to be produced in
  line with design standards.
• Ensures that services are aligned to the client’s business requirements.
• Ensures adherence to all standards, processes, policies, and work instructions as determined across the BT Group.

What skills are required?

• Technical Support: Level 2/Intermediate.
• Infrastructure Architecture/Design: Level 3/Advanced.
• Troubleshooting: Level 2/Intermediate.
• Escalation Management: Level 2/Intermediate.
• Problem Solving: Level 2/Intermediate.
• Incident Management: Level 2/Intermediate.
• Growth Mindset: Level 2/Intermediate.
• Issue Resolution: Level 3/Advanced.
• Issue Diagnosis: Level 3/Advanced.
• Service Level Agreement Management: Level 2/Intermediate.
• Data Centre Infrastructure: Level 2. Intermediate.

Role Specific.

• BT Trading platform certified.
• Good knowledge of Session Initiation Protocol (SIP).
• Working knowledge of Cloud technologies.
• Good knowledge of TDM protocols, particularly E1/T1.
• Working knowledge of Session Border Controllers (SBC).
• Working knowledge of Voice Recording.

What experience do I need?

• Working unsupervised and working as part of a large team, adaptability is key.
• Experience of working on the BT Trading platform – TSS and Tradesense specifically.
• Previous experience of working on BT Trading and Command projects.
• Knowledge of troubleshooting tools such as Wireshark, AudioCodes Syslog Viewer, BT Trading Syslogs and Debugs.