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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.
BT Group Birmingham, England, United Kingdom
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BT Group Birmingham, England, United Kingdom
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Job Req ID: 45365
Posting Date: 14th July 2025
Function: Service
Location: Birmingham, Glagow, Hatfield and Manchester
Salary: Competitive + Benefits
Why this job matters
This role provides technical 2nd and 3rd line support and managed services to our UK government and commercial customers through the use of unified communications and collaboration technologies, 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.
The role requires a highly skilled technical team leader who is innovative, engaging, driven individual who has a proven record of achievement and experience in leading teams who provide 2nd and 3rd line services to meet customer requirements. Part of a Voice technical support team specializing in Voice who ensures our services are available for customers. This person works directly with the technology teams across BT and interfaces directly at EMS management and senior customer operations level, taking responsibility for simple and complex support work on customer networks we underpin for UK business and Government. Ensures adherence to BT’s Compliance and Security Policies, including patching and remediating all devices to protect the BT Brand. This role will contribute to the decision-making process for new and existing voice infrastructure and applications, ensuring risk, testing and implementation processes are adhered to and followed.
What You’ll Be Doing
This role provides technical 2nd and 3rd line support and managed services to our UK government and commercial customers through the use of unified communications and collaboration technologies, 24x7x365 days a year. By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.
The role requires a highly skilled technical team leader who is innovative, engaging, driven individual who has a proven record of achievement and experience in leading teams who provide 2nd and 3rd line services to meet customer requirements. Part of a Voice technical support team specializing in Voice who ensures our services are available for customers. This person works directly with the technology teams across BT and interfaces directly at EMS management and senior customer operations level, taking responsibility for simple and complex support work on customer networks we underpin for UK business and Government. Ensures adherence to BT’s Compliance and Security Policies, including patching and remediating all devices to protect the BT Brand. This role will contribute to the decision-making process for new and existing voice infrastructure and applications, ensuring risk, testing and implementation processes are adhered to and followed.
Skills And Experience
Strong customer focus and drive to provide proactive, pre-emptive and best in class service
- Experience of supporting Avaya UC applications .
- Makes right judgments about where to focus and provide strong visible leadership, and where to manage with a light hand
- Ability to process complex ideas and think logically; perceives and understands others
- Possesses the ability to take well-evaluated risks and be audacious in making decisions and taking action
- Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
- Acts with integrity and takes responsibility for own actions and responses
- Knowledge and experience of best-in-class service
Experience You\’d Be Expected To Have
Preferably HNC level educated and qualified to minimum vendor professional qualification standard.
- Note Expert standard of certification is desirable.
- Qualified to ITIL v4 Foundation level.
- 5+ years working within a systems integrator 2nd line support environment as a highly skilled technical engineer; preferably leading teams of highly technical engineers.
- Knowledge of Avaya products, customer IT systems and applications.
- Experience of working across the service lifecycle, supporting bids as a subject matter expert;
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.
Seniority level
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Seniority level
Not Applicable
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Telecommunications
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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.
