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Technical Service Professional
Assembly, Bristol, United Kingdom
Closing Date: 29th Oct 2025
Working Style: Hybrid- 3 days a week in office, 2 days from anywhere
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.
What you’ll be doing
Within this role, you’ll be accountable for:
- 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.
Service first, always!
What you'll bring
These skills will be required to be successful in the role, but we welcome applicants with strong transferrable skill sets where we can also provide training on the below upon joining the team.
Essentials-
- Technical Support : Working in a technical support or service operations environment troubleshooting complex problems.
- Stakeholders management: Communicating with stakeholders/customers, interpreting technical information.
- 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
- 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.
Desirable but not essential-
- Technical Skills (Training will be provided to help you learn & adapt the below technical skills)
- 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.
- Product Knowledge: Understand the products and services that BT provide and how our customers utilise them.
What's in it for you
- 10% on target bonus
- BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
- Life Assurance Cover
- Exclusive colleague discounts on our latest and greatest BT broadband packages, BT TV with TNT Sports and NOW Entertainment
- 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
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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