Support Desk Engineer – Remote Technical Support for Telecom & IT

About the role

The Support Desk Engineer provides high‑quality remote technical support for telecommunications, managed IT and unified communications services. You will work closely with internal engineering teams and third‑party suppliers to resolve incidents, fulfil service requests and ensure service continuity in line with SLA targets.

Key responsibilities

• Act as first‑ and second‑line support for telecom, IT and UC incidents and requests.
• Log, prioritise and resolve faults using the service‑desk ticketing system, adhering to SLA commitments.
• Raise and manage faults with carriers and vendors via supplier portals.
• Troubleshoot VoIP, networking, and UC platforms, including remote deployments, provisioning and testing.
• Escalate complex issues while maintaining ownership and clear customer communication.
• Provide remote user support and basic training where required.
• Maintain accurate case notes, technical documentation and knowledge‑base articles.
• Identify recurring problems and contribute to continuous‑improvement initiatives.

Required profile

• Minimum two years’ experience in an IT or telecom support role.
• Experience in a high‑volume, customer‑facing environment, preferably within managed services or MSPs.
• Proven ability to work with internal teams, suppliers and third‑party IT groups to achieve timely resolutions.

Required skills

• VoIP technologies and call‑flow concepts.
• SIP, RTP, TCP/UDP, DNS, DHCP, VLANs, QoS.
• LAN and WAN fundamentals.
• Managed IT applications and cyber‑security basics.
• Wi‑Fi platforms (Unifi, Ruckus) – advantageous.
• Switching, routing and firewall concepts – advantageous.
• Experience with UC and telecom platforms such as Gamma Horizon, Microsoft Teams Direct Routing, SpliceCom, Wildix, NEC.
• Diagnostic tools: Wireshark and network‑monitoring utilities.
• Structured cabling knowledge (CAT5/CAT6) – advantageous.
• Proficiency with service‑desk ticketing systems.

What we offer

• £30,000‑£35,000 salary range.
• 21‑25 days holiday (increasing with tenure) plus Birthday Day Off.
• Buy Holiday Scheme, pension, enhanced sick pay and annual salary review.
• Employee assistance programme, referral bonus and free on‑site parking.
• Discounted retail vouchers, reduced gym membership and charitable events.