BT Voice Support Technician in Newcastle, United Kingdom
Key Purpose of Role
This is a highly technical role, requiring extremely in-depth knowledge in their Area(s) of Expertise as well as a strong appreciation of all technologies across all categories below.
Typically a 3rd Line specialist will have demonstrable experience of the technologies they support and may have an advanced formal qualification (e.g. CCIE for Cisco support)
To provide 3rd Line support for customer issues and incidents through to resolution to the required contractual SLAs
To progress proactive incident resolution across a wide range of technologies through to resolution,
To raise problems where appropriate following established ITIL processes
To provide project consultancy on server builds, backup strategy and security
To lead the resolution of major platform issues, supporting other operational teams
To own the resolution of problems in areas of expertise
To lead “Accept into Service” technical assessments, ensuring incoming services are “fit for purpose”, robust and supportable
To independently own complex project work, completing it to agreed timescales and standards
To provide a 3rd Line technical escalation point for areas of expertise
To liaise with 3rd Party Suppliers to ensure that incidents and problems and addressed in accordance with agreed timescales
To participate in a 24/7 on call rota
To make support processes and Local Work Instructions more efficient through leading Continuous Improvement activities
To own the Local Work instructions in areas of expertise
To maintain a shared Knowledge Base in area of expertise
To ensure that Technical Impact Assessments for changes to the live environment are completed for areas of expertise and for complex change in particular
To coach others in the team to develop their skills, actively driving Shift Left activities
To support the development and implementation of contractual policies and procedures
To participate in the appropriate BT Professional Community
Making Processes more efficient- Responsible for continuously improving the work that they and the team do.:
Continuously provide improvements, technical or process to improve and simplify the support service.
Documenting support processes through LWIs (Local Work Instructions) and the Systems teams’ knowledge base.
Contributing to technical Impact assessments of changes impacting live, leading for complex change
Supporting the development and implementation of contractual policies and procedures
To coach others in the team and extended DWP teams
Personally participating in and contributing to BT Professional Community activities where applicable
Drive cost saving initiatives through simpler processes or shared services
To take responsibility for implementing or overseeing changes to the platform and be confident enough to callout whether a change needs to be rolled back. Thereby lessening the impact to the customer.
Changes made to the platform will be monitored and percentages of passed or failed changes will be reflected in the individual’s performance ratings
If required take part in Technical Peer checking of changes.
Knowledge of Contact Centre Technologies - Including, Genesys, Verint Call Recording, IVR, Speech Recognition and Analytics tools
Database (MSSQL, Oracle, Maria, Cassandra)
Web technologies (HTTP, HTML, TLS, Tomcat, Weblogic)
IP Telephony (SBC, SIP RTP)
Location Hadrian, Newcastle
Title: Voice Support Technician
Location: GBR %26 Ireland-GBR-Down-Newcastle
Requisition ID: 97990