Technical Support Professional

Job Title: Technical Support Professional

Req ID: 59732

Job Function: Engineering

Posting Start Date: 23/06/2026

Posting End Date: 07/07/2026

Division: Networks

Job Location: GBR-Birmingham-Three Snowhill

Advertised Salary: Competitve with great benefits

Recruiter: Luke Byrne Career Grade: E Internal Closing Date: 7th July 2026 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 will combine deep voice/telephony expertise with modern observability and automation practices to improve service performance, reduce incident impact, and enable rapid, data driven service impact analysis—while embedding AI enabled capabilities across operations to support Critical Communications.

As a valued member of the SIPT team you’ll be empowered to deliver service excellence for our customers. This responsibility includes diagnosing and resolving customer issues and proactively identifying and implementing service improvements. This is an exciting role that will give you the opportunity to work with teams across BT, with our vendors/partners and interact directly with our critical national infrastructure customers.

You will be responsible for the management of customer reported issues and proactive traffic management.

You will be part of a high performing and empowered team which is customer focused and at the heart of service reliability. This team provide deep, real time service monitoring and actionable insight, proactively safeguarding service performance and ensuring changes land safely and successfully. They are exceptional incident managers—calm under pressure, decisive in action, and always focused on customer impact—while also being tenacious problem solvers who dig deep to address root causes and drive lasting improvements.

A role with purpose, and a role that is Behind Brilliant Things.

What You’ll Be Doing

  • Resolving SIP Service issues across the SDIN/Orion platforms.
  • Translating customer feedback in to service metrics.
  • Focus on the reduction of customer and internal escalations through robust root cause analysis, ensuring lessons learnt are captured and improvements are implemented.
  • Maintaining clear and ongoing communication with Stakeholders.
  • Dealing with escalations from external CP’s/Customers and internal BT teams, seeing the issue through to resolution.
  • Ticket management on SNOW.
  • Proactively identifying and implementing service improvements.
  • Implementing post incident improvement action.
  • Solving complex problems.
  • Effective demand management and prioritization.
  • Identifying and delivering automation opportunities.
  • Providing clear and effective communication, upstream, downstream and with customers.
  • Continuous self-driven development.
Technical accountabilities -
  • Deep knowledge and understanding in protocols such as SIP, SDP and RTP.
  • Proven experience within ticketing systems, jeopardy management and diagnostics, on SNOW preferable.
  • Good knowledge of BT Voice platforms, order journeys and operating models/process.
  • Advise on product features and limitations / identifying workarounds/improvements.
  • Assist with provisioning of new customers and services.
  • Ability to adapt and move between platforms seamlessly to fault cross platform issues.
  • Be available for out of hours support, as a when needed.
  • Take ownership of priority customers.
Essential Skills / Experience Voice / Telephony Engineering
  • Understanding of SIP, VoIP, SBCs, call routing, signalling (SIP/ISUP)
Monitoring & Observability
  • Experience capturing and correlating:
  • Voice telemetry (call success, setup time, quality)
  • Network performance
  • Application/service data
Behavioural / Leadership Skills
  • Calm under pressure (critical incident handling)
  • Systems thinking (understanding end-to-end service, not silos)
  • Proactive mindset (prevent, don’t just fix)
  • Ability to translate technical detail into business impact
  • Strong collaboration across:
Desirable Skills / Experience
  • Strong troubleshooting capability across:
  • Call setup failures
  • One-way audio / dropped calls
  • Latency, jitter, packet loss
  • Knowledge of call flows, routing logic
  • Voice quality monitoring (MOS scoring, RTP analysis)
  • Understanding of carrier interconnects
Our Package
  • A BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
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