Voice Operations Professional

Are you ready to take on this Voice & Video Services Professional role, in order to create a better world for BT's stakeholders & achieve great things! You will be based at Secure Services Centre (SSC) in Wiltshire, playing a crucial role in supporting bespoke secure voice services. Providing 2nd and 3rd line technical support for incident resolution, request fulfilment, remote monitoring, and controlled configuration tasks across various technologies such as Ribbon, BAE, Owl, Palo Alto, and Juniper security devices; as part of our fault rectification and service provision processes. You'll be at the forefront of remote diagnostics to resolve incidents and ensure accurate dispatch to the right agents. You'll play a key role in our team's success by supporting colleagues and enhancing the customer experience. Your mentorship and knowledge-sharing will make a real and impactful difference by utilising your communicationWhat you'll be doing

• Be an expert on customer platforms within the IUS contract & support all the contractual ITIL processes and maintain and improve support systems, procedures, and work instructions.
• Provide 2nd line technical support for large, complex, and highly secure contracts, providing remote configuration and support for Ribbon, BAE, Owl, Palo Alto, and Juniper. Responsible for problem identification and resolution, remote configuration, and ensuring service level agreements are met.
• Support on Transformation and Migration by assisting in project teams adopting an flexible approach to meet timelines and milestones, requiring flexibility to meet customer needs.
• Provide patching and upgrade support by adhering to vendor-advised patching schedules to meet contractual requirements.
  
  Competence in BAE High Threat Gateway, Ribbon, Owl, Juniper switches, and Palo Alto Firewall technologies & products
• Understanding of SIP, IP, and networking protocols
• Knowledge of ITIL fundamentals
• Ability to work a high pressured and secure environment and have ability to manage time and work autonomously with minimal guidance
• Direct customer interaction, representing BT, operating in high-pressure, secure environments
• Ownership of end-to-end technical solutions and services &Expertise in fixed voice technologies
  
  With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.


• Competitive Salary
• 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.
Flexible Working - BT have moved to a hybrid working - you can work from home 2 days per week. This means you'll be at your contractual location 3 days a week. Part time and job-share considered