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)

Key Responsibilities

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)

  • Software development

  • IP Telephony (SBC, SIP RTP)

  • Location Hadrian, Newcastle

Job: Engineering

Title: Voice Support Technician

Location: GBR %26 Ireland-GBR-Down-Newcastle

Requisition ID: 97990