Solution Support Professional

Why this Job Matters

The Solutions Factory is a newly established team within BT Business, created to support field-based sales specialists and account managers. This team owns the design, pricing, andin some cases—ordering of BT's products and services for business customers.

Solutions Factory supports a wide portfolio, including networking, security, IT services, data centres, and mobile technologies. The team works to combine the right mix of BT’s offerings to deliver competitive and technically sound solutions tailored to customer needs.

Solutions Support Professional

Key Responsibilities

Solution Support Activities

• Analyse customer inventory and requirements.
  
• Conduct fixed and mobile network coverage reviews.
  
• Generate product and service pricing.
  
• Create customer proposals and order documentation (e.g., CRFs, eSigning).
  
• Facilitate handovers to service and delivery teams.
  
• Support bid documentation and prepare formal responses to technical queries.
  
• Assist in deal registration with vendors to secure preferential pricing/terms.
  
• Identify network/service access challenges and propose solutions.
  
• Use pricing tools and internal systems (e.g., Salesforce) to configure and quote solutions.
  
• Attend governance meetings and ensure pricing sign-offs are secured.
  
• Support order input across BT systems when required.
  

Communication & Collaboration

• Clearly communicate updates, expectations, and outcomes.
  
• Collaborate closely with internal stakeholders to align on solutions.
  
• Actively listen and respond to feedback from sales and technical teams.
  

Technical Proficiency

• Understand and navigate BT systems, processes, and tools.
  
• Support troubleshooting and resolve technical design queries.
  
• Ensure solutions meet SLAs, technical standards, and customer expectations.
  

Skills & Capabilities

Core Skills

• Strong analytical skills with attention to detail.
  
• Ability to manage multiple customer opportunities and prioritise effectively.
  
• Familiarity with telecommunications and IT products and services.
  
• Experience working with network inventory and pricing tools.
  
• Proficient in Microsoft Office and CRM systems (e.g., Salesforce).
  

Desirable Skills

• Knowledge of communications and IT services, including networking, mobile, and unified communications.
  
• Understanding of UK communications industry regulations and public sector procurement.
  
• Experience working with telecom vendors or industry partners.
  
• Strong written and verbal communication for both technical and customer-facing outputs.
  

Experience & Qualifications

Required

• Bachelor’s degree or equivalent in IT, Telecommunications, Computer Science, Engineering, or a related field.
  
• 3+ years’ experience in the IT or Telecommunications sector, ideally in a technical, sales engineering, or product support role.
  

Preferred

• Postgraduate qualifications in Sales, Marketing, or related disciplines.
  
• Experience analysing customer needs against product portfolios and advising on solution delivery.
  

Key Decision-Making Areas

• Prioritisation and allocation of incoming workload within the Solutions Factory.
  
• Management of multiple stakeholder demands across simultaneous customer opportunities.
  
• Participation in process improvement and operational efficiency initiatives.
  

Leadership & Behavioural Standards

At BT, we lead by example. We expect all employees to:

• Lead inclusively and safely:

  Build trust through honesty, integrity, and awareness.

• Own outcomes:

  Make decisions that benefit the broader organisation.

• Deliver for the customer:

  Prioritise actions that add value to customers and the business.

• Be commercially savvy:

  Bring a strategic, externally informed lens to all decisions.

• Adopt a growth mindset:

  Seek out learning opportunities and drive continuous improvement.

• Build for the future:

  Foster diverse, high-performing, future-ready teams.