Voice Support Engineer

Job Description

Why this role matters 

This role provides 2nd and 3rd line technical support and managed services to UK government and commercial customers using unified communications and collaboration technologies. You’ll lead a Voice technical support team ensuring service availability and excellence. By applying BT’s processes, quality standards and expertise, you’ll help our customers achieve their objectives through the power of communication.

What you'll be doing 

• Leading 2nd and 3rd line voice support across EMS government managed services customers.

• Delivering service to contractual standards, resolving incidents, requests, changes and problems to time, cost and quality.

• Managing customer escalations and ensuring timely resolution through effective communication and jeopardy planning.

• Collaborating with Service Delivery, Transition and Technical Services teams to deliver continuous improvement and transformation goals.

• Building strong relationships with customers and internal stakeholders to drive high satisfaction and service excellence.

(Please note: This is a day role and not part of a 24/7 rota.)

The skills you will need 

Strong customer focus and drive to provide proactive, pre-emptive and best in class service

• Experience of supporting Avaya UC applications . 
• Makes right judgments about where to focus and provide strong visible leadership, and where to manage with a light hand
• Ability to process complex ideas and think logically; perceives and understands others
• Possesses the ability to take well-evaluated risks and be audacious in making decisions and taking action
• Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
• Acts with integrity and takes responsibility for own actions and responses
• Knowledge and experience of best-in-class service
 

Experience needed

Experience you'd be expected to have 

Preferably HNC level educated and qualified to minimum vendor professional qualification standard.  

• Note Expert standard of certification is desirable.
• Qualified to ITIL v4 Foundation level.
• 5+ years working within a systems integrator 2nd line support environment as a highly skilled technical engineer; preferably leading teams of highly technical engineers.
• Knowledge of Avaya products, customer IT systems and applications.
• Experience of working across the service lifecycle, supporting bids as a subject matter expert;

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

•    10% on target annual bonus 
•    BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
•    X4 Salary Life Assurance
•    Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
•    25 days annual leave (not including bank holidays), increasing with service
•    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.
•    24/7 private virtual GP appointments for UK colleagues
•    2 weeks paid carer’s leave 
•    World-class training and development opportunities
•    Option to join BT Shares Saving schemes
•    Discounted broadband, mobile and TV package
•    Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.