At a Glance
- Tasks: Provide top-notch remote support for VoIP and data networking services.
- Company: Join Flotek Group, a fast-growing tech company in the UK.
- Benefits: Competitive salary, share equity scheme, extra holidays, and perks.
- Other info: Great career growth opportunities and a fun, inclusive work culture.
- Why this job: Be a key player in delivering excellent customer service and tech solutions.
- Qualifications: Experience in VoIP support and strong troubleshooting skills required.
The predicted salary is between 28000 - 32000 £ per year.
Location: Office-based role, Pencoed, Bridgend, South Wales
Salary: £28,000 - £32,000 per annum, depending on experience
Job Type: Full-time, Permanent
Working Hours: Monday to Friday
About Flotek Group: 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.
Flexible hours between 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8 hours per day during these times plus a 30-minute lunch break.
About The Role: 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.
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:
- Incident Management: Act as the first point of contact for telecoms-related incidents, logging, categorising, and prioritising faults in line with ITIL best practice.
- Service Level Management: Manage and resolve tickets within agreed SLAs, ensuring timely response, accurate updates, and clear documentation throughout the incident lifecycle.
- Ownership & Escalation Control: Take full ownership of incidents, aiming for First Contact Resolution (FCR), and escalate to Comms Specialists or third-party carriers with clear diagnostics where required.
- Technical Troubleshooting: Diagnose and resolve issues across VoIP systems, SIP trunks, handsets, routers, broadband circuits (FTTC/FTTP/SoGEA), and internal network connectivity.
- Supplier & Carrier Coordination: Liaise with external providers (e.g. broadband carriers, hosted voice platforms) to progress faults, raise tickets, and drive timely resolution.
- Event & Service Monitoring: Identify and respond to service outages, call quality issues, latency, and connectivity performance concerns, minimising impact to customers.
- Knowledge & Continual Improvement: Document known issues, workarounds, and fixes within the Knowledge Base to support faster resolution and continual service improvement (CSI).
- Service Communication: Provide clear, confident updates to customers and stakeholders, managing expectations during incidents and ensuring a positive service experience.
- Operational Tooling: Use ticketing systems, VoIP management portals, and monitoring tools to manage workload efficiently and maintain accurate service records.
- Out-of-Hours & On-Call Support: Support telecoms services during scheduled weekend or out-of-hours cover, following escalation paths for major incidents.
- Customer Experience Excellence: Deliver a reliable, professional support service, focused on minimising disruption and maintaining high customer satisfaction (CSAT/NPS).
What we're looking for:
- Experience in Teams voice
- 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, etc.)
- Experience with DrayTek, Unifi, Aruba, or similar networking solutions.
- Relevant certifications (CompTIA Network+, vendor-specific VoIP or networking).
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 on the APPLY button to send your CV and Cover Letter for this role.
Comms Specialist Engineer (Desk-Based) employer: Flotek
Flotek is an exceptional employer located in the picturesque North Wales, offering a dynamic work environment that prioritises employee satisfaction and professional growth. With a competitive salary and comprehensive benefits, we foster a culture of collaboration and innovation, ensuring our team members are equipped to tackle complex challenges in the telecoms sector while enjoying a fulfilling career path.
StudySmarter Expert Advice🤫
We think this is how you could land Comms Specialist Engineer (Desk-Based)
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Flotek values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Flotek might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Flotek!
✨Direct Apply to Flotek
Let's not forget to apply directly through the Flotek website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Comms Specialist Engineer (Desk-Based)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Flotek.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Flotek. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Flotek
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
