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BT Business • Building 31, Budapest, Hungary

Customer Service Technical Advisor

Salary:  Competitive
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Job Description

Schedule: Full-time

Working pattern: Shift Work // including Weekend and Night Shifts

Employee status: Regular/Permanent

Key Responsibilities

  • Identify, isolate, and troubleshoot network symptoms based on user reports and alerts with the Knowledge and experience in IT service desk support to address customer issues.
  • Interact with resolver groups by assigning tasks and controlling resolution to ensure they are implemented according to SLA target
  • Respond to customer requests based on SLAs and quality KPIs. Communicate with customers via system, email, and phone to provide support on BT network services.
  • Apply ITIL best practices and ensure clear processes are followed as per work instructions
  • Ensure updates and high level of quality in communication about the progress of the requests to users and managers
  • Ensure acknowledgement and assignment of new incidents coming from customers and operational teams. Ensure triage and closure for all requests
  • Ensure KPIs and drive the teams towards to quality and excellence
  • Perform technical troubleshooting and follow logical instructions for fault isolation as per the work instructions provided
  • Home office is available in this role depending on further agreement. Please note this role requires to work in shifts!

This Role Will Suit You If You Have The Following Skills

Soft Skills:

  • Ability to meet the customers’ needs in line with the business requirements
  • Focusing on the objectives and the required outcomes of the processes while delivering a service is an advantage
  • Working with a cooperative and positive attitude in a group setting to achieve common goals
  • Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
  • Ability to comprehend and to oversee various aspects of a problem or a situation
  • Taking the responsibility and taking care of the consequences of making a decision
  • Using all data and information available to analyze and understand a situation, with the aim of supporting decisions is an advantage
  • Proven experience in delivering effective and engaging presentations to a variety of audiences is an advantage
  • Focusing on all aspects and details of a task and delivering your output with a high level of accuracy
  • Strengths and abilities that help to oversee processes and guide people toward the achievement of goals is an advantage
  • Ability to find root causes of problems and to focus on their quick and efficient solution is an advantage
  • Desire to learn network concepts

Professional Skills:

  • Service Desk Experience. Ideally with IT or Network related works.
  • Customer communication in English
  • Incident management skills
  • Experience in attending to customer requests via systems
  • Technical knowledge on IT and network concepts is an advantage

Language Skills:

  • English on a fluent level
  • Any European language on a conversational level is an advantage

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.


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.


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.

Company benefits

25 (UK) / 21 (India) days annual leave + bank holidays
Open to job sharing
Open to part time work for some roles
Flexible working week
Mental health platform access
Compassionate leave
Cinema discounts
Buy or sell annual leave – buy up to 5 days/year pro rata
Bank holiday swaps
Adoption leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Shared parental leave
Enhanced maternity leave – 18 weeks full pay, 8 weeks half pay, 6 months statutory
Cycle to work scheme
Faith rooms
Pension match/increase
Salary sacrifice
Share options
Employee discounts
Employee assistance programme
Volunteer days – 3 volunteer days per year
Lunch and learns
L&D budget
Season ticket loan
Enhanced sick pay – 3 months
Optional unpaid leave
More information needed
More information needed
More information needed
Work-life balance
More information needed
Role modelling
More information needed
More information needed

Working at BT Business

Company employees

100,000 across BT Group (24,000 at BT Business)

Gender diversity (male:female)

74.3:25.7 (BT Group)

Office locations

UK wide (London, Birmingham, Bristol, Manchester, Liverpool, Glasgow & more), ROI, India, Hungary, Spain, United States, Australia

Hiring Countries

United Kingdom

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