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Mobile & IP Voice Support Professional
Assembly, Bristol, United Kingdom
Recruiter: Molly Lees
Hiring Manager: Raymond Cooke
Career Grade: E
Internal Closing Date: 18th June 2025
Why this job matters
As a Technical Service Professional, you’ll support BT’s Digital Voice and Media Gateway platform—an essential component in replacing traditional PSTN lines with IP-based services. This role involves diagnosing and resolving service issues, collaborating with engineering and operations teams, and driving continuous improvement in service delivery.
You don’t need to be an expert in every protocol or platform—we’re looking for someone with a solid telecoms foundation, a curious mindset, and a drive to learn.
Skills
We’re looking for someone who has:
A background in telecoms or IT support, ideally with exposure to voice services.
Strong problem-solving skills and a methodical approach to troubleshooting.
A willingness to learn about SIP, RTP, and other voice protocols (training provided).
Experience working in a service operations or technical support environment.
Confidence in communicating technical issues to a range of audiences.
A customer-first mindset and a passion for service excellence.
Technical Skills (Preferred but Not Required – Training Provided)
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.
What you’ll be doing
Troubleshoot and resolve issues related to the Digital Voice and Media Gateway (ATA-based solutions in local exchanges).
Monitor service performance and proactively identify areas for improvement.
Collaborate with internal teams and external vendors to ensure service continuity.
Translate customer feedback into actionable insights and service enhancements.
Support incident and problem management processes, including root cause analysis.
Contribute to automation and process optimization initiatives.
Communicate clearly with both technical and non-technical stakeholders.
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.
Benefits
Annual On target bonus 10% (personal and company multipliers)
BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
Life Assurance
Direct share scheme
Exclusive colleague discounts on our latest and greatest BT broadband packages
50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
Discounted EE TV including TNT Sport and the NOW Entertainment membership
Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
25 days annual leave (not including bank holidays), increasing with service with buy holiday option
Volunteering days so you can give back to your local community
Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’
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.
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