Desktop/Voice Support Engineer

Job Title: Desktop/Voice Support Engineer

Job Location: Canary Wharf (Hybrid)

Industry: Oil and Energy, IT

Contract Length: Dec 2023 (initially)

Key Requirement: Desktop experience

Summary

Digital Customers & Markets works with customers & products (C&P), gas & low carbon energy (G&LCE), trading & shipping (T&S) and regions, cities & solutions (RC&S) to focus on customer experience and deliver cross-business group solutions that generate value for bp in current and new markets.

We are looking for a technical individual with a focus on unified communications and turret systems with windows desktop experience for T&S I&E trader voice and compliance (TV&C) team.

The successful candidate will be responsible to provide user support for all trader voice technologies, including unified-communication applications and voice recorded medias.

These recorded medias include, but not limited to:
dealer boards, mobile phones, and computer-based telephony platforms and associated retention policies.

The platforms include, but not limited to:
Cloud 9, SIP Private-Wires, Twilio, SBCs, Vodafone NMR, Telemessage, Cognia, VoxSmart and Mobile phone & Mobile Application Recording, including Microsoft Teams Voice Recording, ASC, and Veritas Alta NetBackup Solutions.

Additionally, the successful candidate should have experience with Cloud & Web technologies including Azure, Microsoft365, SharePoint, Power Automate, PowerBI, APIs, Postman, and scripting

Key Responsibilities and Capabilities

The candidate will possess the ability to work both independently and collaboratively within a fast-paced, distributed, trading environment.

Experienced, operational technician with the confidence and communication skills to interface with traders for the resolution of a variety of issues.
Deliver and maintain high quality “business as usual” support and operations for client-side technologies, voice recording platforms within bp’s existing network infrastructure.
Adhere to T&S Control Standards with particular focus on Business Recording and Communication policies.
Maintain an atmosphere focused on adherence to recording standards, ITIL / Support processes and continuous improvement.
Follow ITIL processes for incident, problem, change, configuration, and release management and ensure that Major/Minor incidents are resolved within set SLA’s.
Detailed knowledge of trader voice systems architecture, applications, and operations including client devices, applications, backend infrastructure, networking, recording / monitoring, archiving services and solutions.
Effective and clear communicator, ability to lead and work well with the team, high self-motivation, and strong delivery focus.
Ensure industry best practices are adhered to by group, team, and suppliers.

Additional desired skills include:
Voice Infrastructure, Turret or Dealer board Systems, Voice Recording Systems
Network, Internet, Firewalls, QoS
iPBX, SBCs, SIP, SIPRec
Windows 11, Microsoft 365, APIs

If the offer fits you and you have the relevant experience, don't hesitate to apply!