Telecoms Support Desk Engineer

About the role

The Telecoms Support Desk Engineer provides high‑quality remote technical support for telecommunications, managed IT and unified communications (UC) systems. You will resolve incidents, handle service requests and ensure services are restored promptly in line with SLAs.

Key responsibilities

• Act as first‑ and second‑line support for telecoms, managed IT and UC incidents and requests.
• Log, prioritise and resolve faults using the service‑desk ticketing system while meeting SLA targets.
• Raise and monitor faults with carriers and third‑party vendors via supplier portals.
• Troubleshoot VoIP, IT, networking and UC platforms, escalating complex cases when needed.
• Perform remote deployments, including provisioning, configuration and testing.
• Liaise with customers, suppliers and third‑party IT teams to ensure timely resolution.
• Provide remote user support and basic training as required.
• Maintain accurate technical documentation, case notes and knowledge‑base articles.
• Identify recurring issues and contribute to problem‑management initiatives.

Required profile

• Minimum 2 years’ experience in an IT or telecoms support role.
• Experience in a high‑volume, customer‑facing environment, preferably within managed services or MSP.
• Strong communication skills and ability to work closely with internal engineering teams and external suppliers.

Required skills

• VoIP technologies, SIP, RTP, TCP/UDP, DNS, DHCP, VLANs, QoS.
• LAN/WAN fundamentals, managed IT applications and cyber‑security basics.
• Wi‑Fi platforms (Unifi, Ruckus), switching, routing and firewalls.
• UC and telecom platforms such as Gamma Horizon, Microsoft Teams (Direct Routing), SpliceCom, Wildix, NEC.
• Diagnostic tools: Wireshark and network‑monitoring utilities.
• Structured cabling principles (CAT5/CAT6) and service‑desk ticketing systems.

What we offer

• Salary £30,000‑£35,000 per year.
• 21‑25 days holiday (increasing with service).
• Birthday day off, holiday purchase scheme and pension.
• Career development, employee assistance programme and referral bonus.
• Free on‑site parking, discounted gym membership and retail vouchers.