BT Group
Technical Support Professional
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Technical Support Professional – Technical Support in Voice/Telephony Engineering
Req ID: 59732 Job Function: Engineering Division: Networks Location: GBR-Birmingham-Three Snowhill Advertised Salary: Competitive with great benefits
About The Role
Play a key role in establishing and maintaining world-class voice engineering capability for BT’s One Voice SIP Trunking product. This role combines:
- Deep voice/telephony expertise
- Modern observability and automation practices
- Data-driven service impact analysis
- AI-enabled operational capabilities
As a valued SIPT team member, you will deliver service excellence for critical national infrastructure customers through:
- Direct engagement with customers and vendors/partners
- Diagnostic and resolution of customer-reported issues
- Proactive identification and implementation of enhancements
- Real-time service monitoring and actionable insights
You’ll join a high-performing, customer-focused team dedicated to:
- Ensuring service reliability through continuous monitoring
- Managing successful deployments of operational changes
- Demonstrating exceptional incident management—calmness under pressure, decisive action, and relentless problem-solving
- Capturing root causes and driving lasting improvements
A role with purpose and impact—Behind Brilliant Things.
What You’ll Be Doing
Core Responsibilities
- Resolving SIP Service issues across SDIN/Orion platforms
- Translating customer feedback into actionable service metrics
- Reducing escalations via root cause analysis and lessons learnt implementation
- Maintaining clear stakeholder communications
- Escalation ownership (internal BT teams + external customers)
- Ticket management on SNOW platform
- Proactive service improvement initiatives
- Implementing post-incident recommendations and automation opportunities
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Technical Accountabilities
- Deep expertise in protocols: SIP, SDP, RTP
- Proven experience with:
- Ticketing systems (preferably SNOW)
- Jeopardy/risk escalation diagnostics
- Strong working knowledge of:
- BT Voice platforms/minimum voice architectures and processes
- Order journeys and service operations
- Contribution to:
- Feature recommendations/views on product limits/limitations
- Customer provisioning and service rollouts
- Cross-platform troubleshooting
- On-call OOH availability (as required)
- Priority customer management
Essential Skills & Experience
Technical Skills
- Voice/Telephony Engineering (SIP, VoIP, SBCs, call routing, signalling)
- Monitoring/Observability expertise
- Capturing and correlating voice telemetry and network/application performance data
- Call success rates, call set-up time, quality metrics
- Service application performance analysis
Behavioural & Leadership Skills
- Clearly under pressure (proactive incident response)
- Systems thinking (holistic service awareness—not siloed focus)
- Proactive mindset (problem prevention, not just resolution)
- Translating technical details into business value
- Strong cross-functional collaboration
Desirable Skills & Experience
- Troubleshooting proficiency in:
- Call setup failures
- One-way audio/dropped calls
- Latency, jitter, packet loss (root cause analysis)
- Call flow and routing background
- Voice quality monitoring (MOS scoring, RTP analysis)
- Carrier interconnection/signal handling understanding
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Our Package
BT offers a package that values colleague life and capability while supporting your personal growth:
- BT Pension Scheme (5% minimum employee contribution; 10% BT top-up)
- From Jan 2025: Equal family leave (18 weeks full pay, 8 weeks half pay, 26 weeks statutory)
- 25 days annual leave (flexible and escalating with tenure)
- Flex benefits: Bike schemes, health provisions, loan discounts
- Dedicated training for career progression and upskilling
- BT Shares Saving Schemes optionality
- Discounts on:
- Broadband, mobile, and TV packages
- Hundreds of retail perks (e.g. BT Store)
About BT Group
As the UK’s leading communications group, we deliver services under brands including BT, EE, Openreach, and Plusnet, with a core purpose of:
"We connect for good."
Our strategy now focuses on:
- Moving beyond fibre investment to operational smarter gains
- AI/automation-powered improvements
- Customer-facing positioning that drives sustainable growth
Why Join BT?
- Shape the future of UK communications—solving critical challenges at scale
- Embed in a culture of customer-first challenges (clear, connected and empowered)
- Be part of a transformational organisation where decisions truly matter
Joining BT Group isn’t just a job—it’s an opportunity to InfluenceAtBT and help steer the trajectory of a communication hub for the country.
Recruiter: Luke Byrne | Internal Closing Date: 7th July 2026
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills