As part of the Trader Voice Support Team within the BT Trader Voice Operations Centre (TVOC), this is an exciting opportunity to work within the area of Financial Trading. The role includes diagnosing and resolving customer issues specific to the BT Trading Platform and working on BT Trading projects such as new installations and complex upgrades.
This role gives you the opportunity to collaborate with teams across BT, with our vendors/partners and interact directly with our customers.
Job Description:
- Providing best in class support to our BT Trading and Command customers via the Zendesk ticketing application. Always ready to follow-up with a swift telephone call to understand the incident and collect the logs required.
- When required, acting as a Project resource for installations and complex upgrades. Work may be conducted onsite or remotely, depending on customer requirements.
- Supports incident management, prioritisation and diagnostics related activities, logically troubleshoots customer issues or incidents, and escalates issues if necessary.
- Encourages a healthy and professional relationship with suppliers and senior internal stakeholders, ensures excellence customers engagement.
- Contributes to the maintenance of IT Infrastructure components, tools or locations and executes the designs on services (e.g. network, security, storage, compute), which are to be produced in line with design standards.
- Ensures that services are aligned to the client's business requirements and ensures adherence to all standards, processes, policies, and work instructions as determined across the BT Group.
Job Requirements:
- Good knowledge of Session Initiation Protocol (SIP), TDM protocols, particularly E1/T1.
- Working knowledge of Session Border Controllers (SBC), Voice Recording, Cloud technologies.
- Working unsupervised and working as part of a large team, adaptability is key.
- Experience of working on the BT Trading platform - TSS and Tradesense specifically.
- Previous experience of working on BT Trading and Command projects.
- Knowledge of troubleshooting tools such as Wireshark, AudioCodes Syslog Viewer, BT Trading Syslogs and Debugs.
