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- Tasks: Provide top-notch remote support for VoIP and data networking services.
- Company: Join a dynamic team focused on innovative communications solutions.
- Benefits: Enjoy share equity, birthday leave, and discounts on various services.
- Other info: Great opportunities for career growth in a fast-paced environment.
- Why this job: Make a real difference in customer experience while advancing your career.
- Qualifications: 1-2 years in VoIP support with strong troubleshooting and communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
What We Are Looking For
- 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.
Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.
Benefits
- EMI Share Equity Scheme.
- Day off for your birthday and additional 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.
Comms IT Helpdesk Engineer employer: Flotek Group
Contact Detail:
Flotek Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Comms IT Helpdesk Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Comms IT Helpdesk Engineer role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by brushing up on your troubleshooting skills. Be ready to discuss specific scenarios where you’ve resolved VoIP or networking issues. Show us how you think through problems logically and communicate effectively with customers.
✨Tip Number 3
Don’t forget to showcase your passion for communications engineering! When chatting with potential employers, let them know why you love this field and how you see yourself growing within it. We want to see that spark!
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining our team. Let’s make it happen!
We think you need these skills to ace Comms IT Helpdesk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in VoIP and communications support. We want to see how your skills match the job description, so don’t be shy about showcasing your troubleshooting prowess and customer communication skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your background makes you a perfect fit. We love seeing genuine enthusiasm for the communications engineering field.
Showcase Relevant Experience: When detailing your past roles, focus on specific examples that demonstrate your problem-solving skills and technical knowledge. Mention any experience with SIP, RTP, or networking solutions like DrayTek or Unifi – we want to know what you can bring to our team!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Flotek Group
✨Know Your Tech
Make sure you brush up on your VoIP, SIP, and networking knowledge. Familiarise yourself with common issues like call quality problems and device provisioning. Being able to discuss these topics confidently will show that you're ready for the role.
✨Show Off Your Troubleshooting Skills
Prepare to share specific examples of how you've diagnosed and resolved technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your problem-solving prowess.
✨Communicate Clearly
Since this role involves a lot of customer interaction, practice explaining complex technical concepts in simple terms. Good communication is key, so think about how you can demonstrate your customer-first mindset during the interview.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company's helpdesk processes or team dynamics. This not only shows your interest in the role but also gives you a chance to assess if the company culture aligns with your career goals.