At a Glance
- Tasks: Troubleshoot complex tech issues and support customers across cloud communication platforms.
- Company: Join a friendly, supportive team at Konekt, a leader in cloud communications.
- Benefits: Enjoy hybrid/remote work, paid on-call allowance, and ongoing learning opportunities.
- Other info: Be part of a culture that values curiosity, teamwork, and continuous improvement.
- Why this job: Make a real impact while working with cutting-edge technologies in a collaborative environment.
- Qualifications: Experience in technical support and knowledge of Microsoft Teams or Zoom preferred.
The predicted salary is between 50310 - 61490 £ per year.
- What You'll Find Here
- A friendly, supportive team
- UK & Europe | Hybrid / Remote | Paid On-Call Allowance
- Before You Apply
This role focuses on cloud communications, telephony and collaboration technologies, not traditional IT support.
- You will be a strong fit if you have experience supporting technologies such as:
- Microsoft Teams Phone
- Zoom Phone
- SIP Trunking
- Vo IP Platforms
- SBCs (Audio Codes, Oracle, Ribbon etc.)
- UCaa S or Contact Centre solutions
- This role is less suited to candidates whose experience is primarily focused on:
- Desktop Support
- End User Computing
- Hardware Break/Fix
- Generalist IT Administration
- Server Management
- Infrastructure-Only Roles
Whilst some networking and Microsoft 365 knowledge is important, the core focus of this role is voice, telephony and cloud communications.
- What You'll Be Doing
- Troubleshooting complex technical issues: Supporting customers across voice, video, messaging and collaboration platforms, diagnosing issues and driving them through to resolution.
- Building trusted customer relationships: Communicating clearly, providing updates and helping customers feel supported throughout the support process.
- Managing escalations and major incidents: Taking ownership of high-priority issues and working collaboratively to resolve them.
- Supporting integrated environments: Working across Microsoft Teams, Zoom, telephony platforms, networking technologies and cloud-based services.
- Sharing knowledge: Creating documentation, knowledge articles and support guides that help both customers and colleagues.
- Driving continuous improvement: Identifying opportunities to improve customer outcomes, support processes and service quality.
- Core Technologies
- Microsoft Teams Phone
- Zoom Phone
- SIP Trunking
- SBCs (Audio Codes & Oracle)
- Vo IP Platforms
- Direct Routing
- Operator Connect
- Call Routing & Number Management
- Telephony Integrations
- UCaa S Environments
You’ll also work with supporting technologies including Microsoft 365, Entra ID, networking and service management tools.
What We’re Looking For
We know great candidates don’t always tick every box, so if this role excites you and you believe you could succeed in it, we’d love to hear from you.
- We’re Particularly Interested In People Who Have
- Experience in a Support Engineer, Technical Support Engineer or similar role
- Experience troubleshooting complex customer-facing technical issues
- Knowledge of Microsoft Teams, Zoom or comparable cloud communication platforms
- Support knowledge of Oracle and Audio Codes SBC’s
- Understanding of networking fundamentals such as TCP/IP, DNS, SIP, Vo IP and Qo S
- Strong communication and customer service skills
- A curious mindset and a passion for learning new technologies
- The ability to work collaboratively while taking ownership of outcomes
Experience within a UCaa S, Saa S, MSP, distributor or service provider environment would be beneficial, as would Microsoft, Zoom or networking certifications, but these are not essential.
On-Call Support
Our customers occasionally require support outside normal business hours.
As part of this role, you’ll participate in a structured on-call rota alongside other members of the Technical Support team, helping provide support for critical service incidents when needed.
- An additional on-call allowance is paid on top of your standard package for participation in the rota.
Why Join Konekt?
Because work should be challenging, rewarding and enjoyable.
At Konekt, you’ll join a team that genuinely enjoys working together.
We’re collaborative, supportive and passionate about helping our customers succeed.
We share knowledge, celebrate wins and encourage people to bring new ideas to the table.
- What You’ll Find Here
- A friendly, supportive team
- Opportunities to learn from experienced technical specialists
- Modern cloud communications technologies
- An international business operating across the UK, France, Germany and the Netherlands
- A culture that values ideas, curiosity and continuous improvement
- Ongoing development and learning opportunities
- A workplace built on trust, ownership and collaboration
- Plenty of teamwork, humour and the occasional debate about the best way to solve a technical problem
- Location & Engagement
We’re open to applications from talented individuals across Europe and beyond.
Successful candidates based in the UK, France, Germany or the Netherlands will join Konekt as full-time permanent employees through our local entities.
Successful candidates based outside these locations will be engaged as contractors through our global workforce partner, Multiplier.
The engagement model may differ depending on location, but your opportunity to contribute, develop and make an impact remains the same.
Inclusion Matters
At Konekt, we’re committed to creating a workplace where everyone feels welcome, respected and able to do their best work.
We value different backgrounds, experiences, perspectives and ways of thinking because we know they make us stronger as a team.
If you’re excited by this opportunity but don’t meet every requirement listed, we still encourage you to apply.
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Support Engineer in Cwmbran employer: Konekt
Konekt is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals looking to make a meaningful impact in technology solutions. With a focus on employee growth and development, Konekt offers unique opportunities to work with cutting-edge cloud technologies while ensuring a supportive environment across Reading and Wales. The company prioritises security and governance, providing a stable framework for employees to thrive in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer in Cwmbran
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Konekt. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Konekt before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Engineer in Cwmbran
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Konekt:Your cover letter is your chance to shine! Tell us why you want to work at Konekt specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Konekt!
How to prepare for a job interview at Konekt
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
