At a Glance
- Tasks: Diagnose and resolve telecoms issues while providing top-notch customer support.
- Company: Join Flotek Group, a fast-growing tech company with a vibrant team culture.
- Benefits: Competitive salary, share equity scheme, extra holidays, and discounts on various services.
- Other info: Exciting career growth opportunities and regular social events await you!
- Why this job: Be part of a dynamic team making a real impact in the telecoms industry.
- Qualifications: Experience in telecoms, strong problem-solving skills, and a clean UK driving licence.
Location: Field-based role, St Asaph, Denbighshire, North Wales
Salary: £30,000 - £35,000 per annum, depending on experience
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 inc. a 30-minute lunch break.
About The Role: We are seeking a Comms Maintenance Engineer (2nd Line) to provide advanced support across our VoIP, connectivity, and data networking services. This role is responsible for handling escalated incidents from the Comms Helpdesk and ensuring timely and effective resolution of more complex technical issues. This is a Field-based role, completing required site visits where issues cannot be resolved remotely.
Key Responsibilities:
- Incident Management (Advanced Comms): Diagnose and resolve escalated telecoms and connectivity incidents in line with ITIL best practice.
- Service Level Management: Manage tickets within SLA, ensuring accurate updates, detailed diagnostics, and clear resolution notes.
- Ownership & Escalation Control: Take full ownership of escalated incidents and avoid unnecessary re-escalation.
- Technical Troubleshooting: Resolve complex issues across VoIP platforms, SIP, call routing, QoS, routers, firewalls, and connectivity services.
- Supplier & Carrier Coordination: Work with third-party providers and carriers to progress and resolve faults.
- Site Visits (Escalations): Attend customer sites where remote resolution is not possible.
- Installations & Changes: Support installations and system changes requiring specialist knowledge.
- Knowledge & Continual Improvement: Document fixes and contribute to knowledge base improvements.
- Service Communication: Provide clear, professional updates and manage customer expectations effectively.
- 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 a telecoms or MSP environment in a 2nd line or specialist role.
- Strong understanding of SIP, RTP, NAT and VoIP systems.
- Experience with routing, switching, VLANs and QoS.
- Ability to diagnose complex issues across network and voice layers.
- Excellent problem-solving and communication skills.
- Ability to prioritise workload and manage escalated tickets effectively.
- Full UK driving licence (clean).
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 Maintenance Engineer 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.
