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Technical Service Professional

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Plusnet

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Location:
United Kingdom , Birmingham ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a valued member of the GIPX 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 customers. The purpose of this job and this team is to provide world class customer experience for customers. You will be responsible for the management of customer reported issues, proactive traffic management and fraud management across the Global IPX platform.

Job Responsibility:

  • Resolving IP Service issues across the SDIN platform, pertaining to GIPX faults
  • Translating customer feedback in to service metrics
  • Focused on the reduction of customer and internal escalations through robust root cause analysis
  • Maintaining ongoing communication with Stakeholders
  • Dealing with escalations from external CP’s/Customers and internal BT teams and 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
  • Advise on product features and limitations / identifying workarounds or rerouting network traffic
  • 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

Requirements:

  • Ticket management on SNOW
  • Experience with Wireshark and/or other such tracing tools
  • Good knowledge and understanding in protocols such as SIP, SDP and RTP
  • Good understanding of Signalling and Networking topologies

Nice to have:

  • Project management
  • Experience in Continuous improvement methods that drive on-going improvements to process and service
  • ITIL 4 Certification
  • Communicating effectively with customers to understand their needs and interpret into SMART objectives
What we offer:
  • On target 10% on target bonus
  • BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
  • From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate
  • Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
  • 25 days annual leave (not including bank holidays), increasing with service
  • 24/7 private virtual GP appointments for UK colleagues
  • 2 weeks carer’s leave
  • World-class training and development opportunities
  • Option to join BT Shares Saving schemes

Additional Information:

Job Posted:
January 13, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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