Voice Operations Professional , Chippenham, United Kingdom)

Recruiter: Jayson Coley-Wynters

Career Grade: E / Competitive + Benefits

Internal Closing Date: 11th April 2025

PLEASE NOTE: This role requires DV Clearance (10 years residency in the UK)

Why this job matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

You will be supporting bespoke secure voice services at the Secure Services Centre (SSC) based in Wiltshire. The primary responsibilities will be to provide 2nd and 3rd line technical support for incident resolution, request fulfilment, remote monitoring and controlled configuration tasks across various technologies including Cisco, Ribbon, BAE, Owl, Palo Alto and Juniper security devices. Security Clearance is mandatory. Remote diagnostics to achieve incident resolution and accurate dispatch of incidents to the correct agents. Remote configuration of Cisco, Ribbon, BAE, Owl, Palo Alto and Juniper as part of the fault rectification and provision of service processes.

What you’ll be doing

Technical operational expert on specific customer platforms within the IUS contract. Cisco, Ribbon, BAE, Owl, Palo Alto and Juniper support. Provide 2nd line technical support for all voice services in the UK and overseas. This includes problem identification and resolution in accordance with service level agreements. Remote configuration of Ribbon, BAE, Owl, Palo Alto and Juniper as part of the fault rectification and provision of service 2nd Line Technical Support Professional and Specialist on large, complex and highly secure contracts. processes in accordance with service level agreements. Transformation and Migration Support. Patching and Upgrade Support. To support any vendor advised weekly, monthly, quarterly patching schedules to meet agreed customer contractual requirements. To assist the Operations and Service managers in establishing, maintaining & improving support systems, local procedures and local work instructions. To support all the contractual ITIL processes as to meet all contractual requirements. Required to operate within a high pressured and highly secure environment. Ownership of end to end technical solutions and service generated for the customer. Accountability for making technical changes locally. Be a technical expert in the many different technologies found within the fixed voice area. Ensure functionality and security routines are carried out to meet contractual obligations.

Skills required

For this role you will require SC clearance moving to DV clearance and be competent in most but not necessarily all of the following:

1. A good understanding of Cisco technologies and products. 2. A good understanding of Ribbon technologies and products. 3. An understanding of Owl security technologies and products. 4. An understanding of Juniper switches and Palo Alto Firewall products. 5. An understanding of SIP, IP and networking protocols. 6. A good understanding of ITIL fundamentals. 7. Be able to manage your own time to meet agreed targets and taking an autonomous approach to work with only limited guidance required

Experience you would be expected to have

Experience of maintaining a highly complex, secure VTC platform - MANDATORY Experience in working within a highly complex secure network operating centre - MANDATORY Ability to work with a number of high profile stakeholders - MANDATORY Management of BT security policy, assurance and compliance - MANDATORY To be a technical expert on fixed voice technologies in the operations centre - PREFERRED

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.