Job Summary
We are seeking a Comms Helpdesk Engineer to provide high-quality remote support across our VoIP, connectivity, and data networking services. This desk-based role is ideal for an experienced engineer with strong troubleshooting skills, good customer communication, and a desire to progress within the communications engineering field.
You will act as a key point of contact on our helpdesk for comms-related queries, resolving issues efficiently, escalating where appropriate, and ensuring outstanding service delivery for both our internal teams and partner environments.
Key Responsibilities
* Provide 2nd and 3rd line remote support for VoIP, broadband, hosted PBX systems, and data networking issues.
* Troubleshoot call quality problems, registration failures, device provisioning issues, and SIP configuration faults.
* Support partners with router, firewall, VLAN, QoS and basic networking changes within defined scopes.
* Diagnose and resolve WAN/LAN connectivity problems using monitoring and diagnostic tools.
* Manage tickets end-to-end, ensuring timely updates, clear communication, and excellent customer experience.
* Escalate complex issues to senior engineers with detailed technical notes and findings.
* Maintain accurate documentation of systems, network diagrams, configurations, and troubleshooting steps.
* Collaborate with internal teams including IT and Field Engineering to ensure seamless service.
Qualifications
* Experience in VoIP or communications support roles (1‑2 years ideal).
* Good understanding of SIP, RTP, NAT, and VoIP fundamentals.
* Basic knowledge of routing, switching, VLANs, and firewall concepts.
* Strong problem‑solving skills and ability to diagnose issues logically.
* Excellent communication skills with a customer‑first mindset.
* Ability to work effectively in a fast‑paced helpdesk environment.
* Exposure to hosted VoIP platforms such as Yealink, Gamma, Horizon, or CallSwitch.
* Experience with DrayTek, Unifi, Aruba, or similar networking solutions.
* Relevant certifications such as CompTIA Network+ are desirable.
Benefits
* EMI Share Equity Scheme — own a slice of the Purple Pie.
* Day off for your birthday.
* Additional day off for personal life milestones.
* Give Back Day for supporting a charity of your choice.
* Perkbox discounts across shopping, gyms, restaurants and more.
* Regular social events and team‑building opportunities.
* Career growth pathways into senior communications or network engineering.
* Extra days off for birthdays, weddings, moving & religious holidays.
* 1 paid day yearly to support your chosen charity & join fundraisers.
* Save on gyms, shops & more with Perkbox discounts and deals.
* Time off for your child’s first school day & fun family events.
* 24/7 confidential helpline plus 5 free counselling sessions per team member.
Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.
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