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Voice Support Engineer

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About the position

Responsibilities

  • 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.

Requirements

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

Nice-to-haves

  • Note Expert standard of certification is desirable.

Benefits

  • 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
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