Avaya Support Engineer

BT Group; United Kingdom; On-site; GBP 50,000 - 70,000; Full time

Job summary

BT Group seeks a Technical Team Leader to provide 2nd and 3rd line technical support for UK government and commercial clients. The role involves leading a dedicated team, ensuring service availability, and working with technology partners to deliver high-quality communication solutions. Candidates should possess strong leadership skills, proven experience, and relevant certifications.

Qualifications

• 5+ years in systems integrator 2nd line support environment.
• Expert certification desirable.
• Understanding of customer IT systems.

Responsibilities

• Lead the Voice technical support team.
• Ensure compliance with security policies.
• Provide 2nd and 3rd line support.

Skills

Customer focus

Leadership

Problem-solving

Integrity

Service standards knowledge

Education

HNC level education

ITIL v4 Foundation certification

Tools

Avaya UC applications

Job description

Job Req ID: 45365

Posting Date: 14th July 2025

Function: Service

Location: Birmingham, Glasgow, 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. Using market-leading products and applying BT's processes, quality standards, and intellectual property, we deliver services that facilitate our customers' objectives through the power of communication.

The role requires a highly skilled, innovative, engaging, and driven technical team leader with a proven record of achievement. The individual will lead teams providing 2nd and 3rd line services to meet customer requirements. As part of a Voice technical support team specializing in Voice, the person ensures our services are available for customers. They work directly with technology teams across BT and interface at EMS management and senior customer operations levels, taking responsibility for support work on customer networks underpinning 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 also involves contributing to decision-making for voice infrastructure and applications, ensuring risk, testing, and implementation processes are followed.

What you'll be doing

Providing technical 2nd and 3rd line support and managed services to UK government and commercial customers using unified communications and collaboration technologies, 24x7x365. Leading a Voice technical support team, ensuring service availability, working with BT technology teams, and interfacing with EMS management and senior customer operations. Ensuring compliance with security policies, including device patching and remediation. Contributing to infrastructure and application decisions, following risk, testing, and implementation protocols.

Skills and Experience

• Strong customer focus with proactive, best-in-class service delivery
• Experience supporting Avaya UC applications
• Ability to make sound judgments, provide leadership, and manage with a light touch
• Logical processing of complex ideas and understanding others
• Willingness to take calculated risks and make decisive actions
• Proven ability to execute plans under challenging circumstances, resolve conflicts, and demonstrate high energy
• Integrity and responsibility for actions
• Knowledge of best-in-class service standards

Experience you'd be expected to have

• Preferably HNC level education, qualified to vendor professional standards (Expert certification desirable)
• ITIL v4 Foundation certification
• 5+ years in a systems integrator 2nd line support environment, leading technical teams
• Knowledge of Avaya products, customer IT systems, and applications
• Experience supporting the entire service lifecycle and supporting bids as a subject matter expert

BT, with over 175 years of heritage, is a global leader in secure connectivity and collaboration platforms, serving 1.2 million business customers worldwide. We value diversity and inclusion, champion digital inclusion, and aim to make a positive societal impact. Join us to be part of a diverse, innovative team making a significant difference.

A few points to note:

• Roles are listed as full-time, but flexible working arrangements are welcome.
• Reasonable adjustments are available for the selection process; please inform us if needed.

Don't meet every requirement?

We encourage applications from women, disabled individuals, LGBTQ+, neurodiverse, and ethnic minorities. If you're excited about this role but don't meet all criteria, apply anyway—your unique perspective may be a perfect fit for this or other roles within our team.