At a Glance
- Tasks: Provide top-notch remote support for VoIP and connectivity services.
- Company: Join Flotek Group, a fast-growing tech company in the UK.
- Benefits: Enjoy competitive salary, share equity, extra holidays, and perks.
- Other info: Dynamic work environment with regular social events and team-building activities.
- Why this job: Kickstart your career in telecoms with hands-on experience and growth opportunities.
- Qualifications: Experience in ICT or Telecoms with strong troubleshooting and communication skills.
The predicted salary is between 28000 - 30000 £ per year.
Location: Office-based role, Pencoed, Bridgend, South Wales
Salary: £28,000 - £30,000 per annum
Job Type: Full-time, Permanent
Working Hours: Monday to Friday, 08:00 to 18:00, with On-Call weekend support on rotation. 5 days per week, 8.5 hours per day during these times including a 30-minute lunch break.
Who are we: Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.
About The Role: We are seeking a Comms Helpdesk Technician to provide high-quality remote support across our VoIP, connectivity, and data networking and Wi-Fi services. This desk-based role is ideal for an experienced 1st Line Technician in Comms or IT technician 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, taking inbound calls from customers who require technical assistance and immediately triaging their calls with a view to helping and closing that ticket. If you are unable to assist, you will be responsible for taking all relevant information from the client and escalating where appropriate and ensuring outstanding service delivery for both our internal teams and partner environments.
Key Responsibilities:
- Incident Management: Act as the first point of contact for customers, logging, categorising, and prioritising incidents and service requests in line with ITIL best practice.
- Service Level Management: Manage and resolve tickets in accordance with agreed SLAs, ensuring timely responses, clear progress updates, and accurate resolution records.
- Ownership & Escalation Control: Take end-to-end ownership of tickets, focusing on First Contact Resolution (FCR), and escalating to 2nd/3rd Line teams where required with clear diagnostic information.
- Technical Troubleshooting: Diagnose and resolve issues across VoIP platforms, SIP trunks, hosted telephony, firewalls, routers, LAN/WAN, Wi-Fi and broadband services (FTTC/FTTP/SoGEA).
- Supplier & Carrier Management: Engage and manage third-party providers (e.g. ISPs, VoIP platforms, carriers), ensuring effective fault escalation, progress tracking, and accountability.
- Event, Monitoring & Major Incident Support: Investigate alerts, outages, and performance issues (e.g. latency, jitter, packet loss), supporting major incident response and service restoration.
- Knowledge Management & Documentation: Maintain and enhance technical documentation, known error records, and Knowledge Base articles related to telecoms and networking solutions.
- Collaboration & Service Improvement: Work closely with IT and Comms Specialists to improve processes, reduce escalations, and strengthen service delivery across the business.
- Service Communication: Maintain clear, concise, and professional communication with customers and stakeholders throughout the incident lifecycle, ensuring a positive service experience.
- Operational Tooling: Effectively use ticketing systems, RMM tools, and third-party platforms to manage workload, prioritise tasks, and maintain data accuracy.
- Out-of-Hours Support: Provide support for telecoms and connectivity services during scheduled weekend shifts, escalating to on-call specialists in line with defined processes.
- Customer Experience Excellence: Provide a professional, reliable support service focused on minimising disruption and maintaining strong customer satisfaction (CSAT/NPS).
What we're looking for:
- Have an ICT and/or Telecoms background with service desk experience is essential.
- Basic understanding of SIP, RTP, NAT, and VoIP fundamentals.
- Basic knowledge of routing, switching, VLANs, and firewall concepts.
- Engineering Mindset and a keen desire towards problem-solving 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, etc.).
- Experience with DrayTek, Unifi, Aruba, or similar networking solutions.
Benefits:
- Inclusive EMI Share Equity Scheme - own a slice of the 'Purple Pie'.
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays).
- Birthday day 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.
Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.
Please click the APPLY button to submit your CV for this role.
Telecoms Helpdesk Technician (Desk-Based) in Bridgend employer: Flotek
Flotek Group is an exceptional employer located in Pencoed, Bridgend, offering a vibrant work culture that prioritises employee growth and development. With a strong focus on teamwork and innovation, employees benefit from a comprehensive EMI Share Equity Scheme, generous holiday allowances, and unique perks like 'Give Back Day' to support personal milestones and charitable causes. Join us to be part of a fast-growing tech company where your contributions are valued, and career advancement opportunities abound.
StudySmarter Expert Advice🤫
We think this is how you could land Telecoms Helpdesk Technician (Desk-Based) in Bridgend
✨Get Chummy with Industry Events
Dive into telecommunications networking conferences and expos. These are golden opportunities to meet potential employers like Flotek and learn about open positions directly from their teams. Keep an eye out for workshops or panels – they’re perfect for showcasing your passion and expertise!
✨Join Networking Communities
Find online forums or local meetups that focus on telecommunications and networking. Sites like LinkedIn Groups or Reddit communities can be great for connecting with professionals in the field. Just remember to participate in discussions – you never know when someone might mention job openings at places like Flotek.
✨Showcase Your Skills with Personal Projects
If you’ve got any personal projects or contributions to open-source networking tools, flaunt them! Create a portfolio that showcases your skills relevant to what telecommunication companies are looking for. It’s a great conversation starter during interviews and networking chats.
✨Utilise Online Job Boards Wisely
While we’re all about encouraging you to apply through our website, also keep an eye on job boards specific to tech and telecommunication roles. Websites such as Telecommunication Jobs and TechCareers often list full-time roles that may not appear elsewhere. Just be sure to tailor every application to grab attention – even small tweaks can make a big difference!
We think you need these skills to ace Telecoms Helpdesk Technician (Desk-Based) in Bridgend
Some tips for your application 🫡
Show Off Your Technical Know-How:When you're applying for a role in telecommunications and networking, it’s crucial to highlight your technical skills. Mention specific technologies you're proficient in, like IP networking, VoIP, or security protocols. Be sure your CV includes any relevant certifications such as CCNA or CompTIA Network+; they really show you've got the chops for the job.
Tailor Your Experience to Match Networking Projects:In your CV and cover letter, don’t just list your past jobs—showcase specific projects that align with the role! If you've worked on network design, implementation, or troubleshooting, weave those experiences in and highlight metrics to demonstrate your impact. This paints a vivid picture of how you'd fit into the role at Flotek.
Show Enthusiasm for the Industry:With telecommunications evolving rapidly, it’s important to express your passion for the field in your application. Mention any trends or innovations you've been following that excite you and how they'd influence your work. This can really set you apart and show that you're not just after a job, but a career!
Keep It Clean and Professional:While it’s important to be personable, ensure your application maintains a clean and structured format. Use clear headings and bullet points to make it easy for hiring managers to dig into your skills and experience. Remember, you’re applying for a full-time role, so a well-organised application will signal your seriousness about the position at Flotek.
How to prepare for a job interview at Flotek
✨Brush Up on Networking Protocols
Make sure you’re up to speed with the key networking protocols like TCP/IP, UDP, and perhaps even MPLS if it's relevant. We can expect technical questions about how these protocols function and the problems they solve, so a solid understanding will help you shine.
✨Showcase Your Projects
Got a portfolio? Bring it along! Highlight any relevant projects where you've designed or managed network systems. This is your chance to demonstrate practical experience; employers love to see how your skills can be applied in real-world scenarios.
✨Get Comfortable with Technical Scenarios
You might be faced with a case study or a technical troubleshooting scenario during the interview. Practise responding to common networking issues—like packet loss or latency problems. Thinking through these scenarios will help us sound confident and competent in our responses.
✨Emphasise Team Collaboration Skills
In the telecommunications field, teamwork is key! Make sure to share examples of how you’ve worked collaboratively, whether in past jobs or projects at uni. Employers want to see that you’re not just technically savvy, but also great at working within a team setting.
