At a Glance
- Tasks: Provide top-notch remote support for VoIP and data networking services.
- Company: Join a dynamic team at a leading communications company.
- Benefits: Enjoy perks like paid birthday off, discounts, and career growth opportunities.
- Other info: Exciting social events and a supportive work culture await you!
- Why this job: Make a real impact while developing your skills in a fast-paced environment.
- Qualifications: 1-2 years in VoIP support, strong troubleshooting, and communication skills.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a Comms Specialist Engineer to provide high-quality remote support across our VoIP, connectivity, and data networking services. This desk‑based role is ideal for an experienced Comms Helpdesk Engineer with strong troubleshooting skills, good customer communication, and a desire to progress within the communications engineering field. We 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
- Act as the first point of contact for telecoms‑related incidents, logging, categorising, and prioritising faults in line with ITIL best practice.
- Manage and resolve tickets within agreed SLAs, ensuring timely response, accurate updates, and clear documentation throughout the incident lifecycle.
- Take full ownership of incidents, aiming for First Contact Resolution (FCR), and escalating to Comms Specialists or third‑party carriers with clear diagnostics where required.
- Diagnose and resolve issues across VoIP systems, SIP trunks, handsets, routers, broadband circuits (FTTC/FTTP/SoGEA), and internal network connectivity.
- Liaise with external providers (e.g. broadband carriers, hosted voice platforms) to progress faults, raise tickets, and drive timely resolution.
- Identify and respond to service outages, call quality issues, latency, and connectivity performance concerns, minimising impact to customers.
- Document known issues, workarounds, and fixes within the Knowledge Base to support faster resolution and continual service improvement.
- Provide clear, confident updates to customers and stakeholders, managing expectations during incidents and ensuring a positive service experience.
- Use ticketing systems, VoIP management portals, and monitoring tools to manage workload efficiently and maintain accurate service records.
- Support telecoms services during scheduled weekend or out‑of‑hours cover, following escalation paths for major incidents.
- Deliver a reliable, professional support service, focused on minimising disruption and maintaining high customer satisfaction.
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.
- Desire to grow skills and progress toward more advanced comms engineering roles.
- Exposure to hosted VoIP platforms (e.g. Yealink, Gamma, Horizon, CallSwitch).
- Experience with DrayTek, Unifi, Aruba, or similar networking solutions.
- Relevant certifications (CompTIA Network+, vendor‑specific VoIP or networking).
Benefits
- Invitation to join the EMI Share Equity Scheme with Flotek.
- Paid birthday off.
- 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.
- 24/7 support line and confidential helpline with free counselling sessions.
We’d love to hear from you, let’s chat and make something great.
Comms Specialist Engineer (Desk Based) employer: Flotek Group
Flotek is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where team members can thrive. With benefits like paid birthday leave, personal milestone days off, and opportunities for career advancement into senior roles, employees are encouraged to develop their skills in a dynamic environment. Located in the UK, Flotek fosters a collaborative atmosphere with regular social events and a commitment to community support through initiatives like the Give Back Day.
StudySmarter Expert Advice🤫
We think this is how you could land Comms Specialist Engineer (Desk Based)
✨Tip Number 1
Network like a pro! Reach out to folks in the comms industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your troubleshooting skills! Set up mock scenarios where you diagnose and resolve VoIP issues. This will not only boost your confidence but also prepare you for those tricky interview questions.
✨Tip Number 3
When you get an interview, be ready to showcase your customer communication skills. Prepare examples of how you've handled tough situations with clients, focusing on your problem-solving approach and positive outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love hearing from passionate candidates like you who are eager to grow in the comms field.
We think you need these skills to ace Comms Specialist Engineer (Desk Based)
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 role, 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 Comms Specialist Engineer role and how your background makes you a perfect fit. Keep it friendly and professional – we love a good story!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled tricky issues in the past. We’re looking for candidates who can demonstrate their logical thinking and ability to resolve problems efficiently, so share those success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we can’t wait to hear from you!
How to prepare for a job interview at Flotek Group
✨Know Your Tech
Brush up on your knowledge of VoIP systems, SIP, and networking fundamentals. Be ready to discuss how you've diagnosed and resolved issues in the past, as this will show your technical prowess and problem-solving skills.
✨Customer Communication is Key
Prepare to demonstrate your excellent communication skills. Think of examples where you’ve managed customer expectations during incidents or provided clear updates. This will highlight your customer-first mindset, which is crucial for the role.
✨Familiarise Yourself with ITIL Practices
Since the role involves logging and prioritising faults, understanding ITIL best practices will be beneficial. Be prepared to discuss how you would manage incidents and ensure timely resolutions while maintaining accurate documentation.
✨Show Your Desire to Grow
Express your eagerness to progress within the communications engineering field. Share your career aspirations and any relevant certifications you’re pursuing, as this will demonstrate your commitment to personal and professional development.
