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- Tasks: Provide 2nd and 3rd line technical support for Avaya systems.
- Company: Join BT, a global leader in secure connectivity and collaboration.
- Benefits: Enjoy competitive salary, flexible working, and diverse company culture.
- Why this job: Be part of an innovative team making a real impact in technology.
- Qualifications: HNC level education and 5+ years in technical support required.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
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Posting Date: 21 Aug 2025
Function: Service
Unit: Business
Location: Snowhill, Birmingham, United Kingdom
Salary: Competitive + Benefits
Posting Date: 14th July 2025
Function: Service
Locations: Birmingham, Glasgow, Hatfield, and Manchester
Salary: Competitive + Benefits
This role provides technical 2nd and 3rd line support and managed services to UK government and commercial customers through unified communications and collaboration technologies, 24x7x365. Using market-leading products and BT\’s processes, quality, and intellectual property, we deliver services to facilitate customer objectives through communication.
The role requires a highly skilled technical team leader who is innovative, engaging, driven, and has a proven record of leading teams providing 2nd and 3rd line services to meet customer requirements. The individual will be part of a Voice technical support team specializing in Voice, ensuring service availability. They will work directly with technology teams across BT and interface with EMS management and senior customer operations, handling support on customer networks supporting UK business and government. Ensuring adherence to BT’s Compliance and Security Policies, including patching and remediating devices to protect the BT Brand, is essential. The role involves contributing to decisions on voice infrastructure and applications, ensuring risk, testing, and implementation processes are followed.
What you’ll be doing
Providing 2nd and 3rd line support and managed services to UK government and commercial customers using unified communications and collaboration technologies, 24x7x365. Using leading products and BT\’s processes, the team ensures service availability and security.
The role requires a skilled technical team leader who is innovative and engaging, with experience leading teams providing technical support. The individual will work with BT technology teams and interface with management and customer operations, managing support on customer networks. Ensuring compliance with security policies and contributing to infrastructure decisions are key responsibilities.
Skills and Experience
- Strong customer focus and proactive service delivery
- Experience supporting Avaya UC applications
- Ability to make sound judgments and provide leadership
- Logical thinking and understanding of complex ideas
- Risk-taking and decision-making skills
- Ability to execute under difficult circumstances and resolve conflicts
- Integrity and responsibility
- Knowledge of best-in-class service standards
Experience you\’d be expected to have
- HNC level education or equivalent, with vendor certifications preferred
- ITIL v4 Foundation certification
- 5+ years supporting systems in a 2nd line environment, preferably leading technical teams
- Knowledge of Avaya products and customer IT systems
- Experience supporting the entire service lifecycle and supporting bids as a subject matter expert
BT is a global leader in secure connectivity and collaboration platforms, serving over 1.2 million business customers worldwide. We value diversity, inclusion, and making a positive societal impact. We offer flexible working arrangements and are committed to accommodating all applicants, including those requiring adjustments during the selection process. We encourage applications from diverse backgrounds, even if you do not meet every qualification listed.
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Avaya Support Engineer employer: BT Group
Contact Detail:
BT Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Avaya Support Engineer
✨Tip Number 1
Familiarise yourself with Avaya's Unified Communications applications. Understanding the specific products and services offered by Avaya will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former Avaya Support Engineers on platforms like LinkedIn. Engaging with professionals in the field can provide you with insider knowledge about the role and the company culture, which can be invaluable during your application process.
✨Tip Number 3
Brush up on your ITIL v4 Foundation principles. Since this role requires a strong understanding of service management, being able to discuss how you’ve applied these principles in past experiences will set you apart from other candidates.
✨Tip Number 4
Prepare for scenario-based questions that assess your leadership and conflict resolution skills. Think of examples from your previous roles where you successfully led a team or resolved a challenging situation, as these will likely come up during the interview.
We think you need these skills to ace Avaya Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Avaya UC applications and any leadership roles you've held. Use specific examples to demonstrate your technical skills and customer focus.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your 5+ years of experience in a systems integrator environment and how it aligns with the responsibilities of the Avaya Support Engineer position.
Showcase Relevant Certifications: Include any relevant certifications, such as ITIL v4 Foundation, prominently in your application. This will help demonstrate your commitment to professional development and your suitability for the role.
Highlight Team Leadership Experience: Since the role requires strong leadership skills, be sure to detail your experience managing technical teams. Provide examples of how you've successfully led teams in delivering 2nd and 3rd line support.
How to prepare for a job interview at BT Group
✨Showcase Your Technical Expertise
Make sure to highlight your experience with Avaya UC applications and any relevant IT systems. Be prepared to discuss specific scenarios where you've provided 2nd and 3rd line support, as this will demonstrate your capability to handle the technical demands of the role.
✨Demonstrate Leadership Skills
Since the role requires leading a technical team, share examples of how you've successfully managed teams in the past. Discuss your approach to conflict resolution and how you motivate your team to achieve high performance.
✨Emphasise Customer Focus
The position involves direct interaction with customers, so it's crucial to convey your strong customer focus. Prepare to discuss how you've proactively delivered service and resolved customer issues in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your logical thinking and risk-taking abilities. Think of situations where you've had to make quick decisions under pressure, and be ready to explain your thought process and the outcomes.
