At a Glance
- Tasks: Troubleshoot and resolve cloud telephony issues while providing top-notch customer support.
- Company: Join Onecom, the UK's leading business technology provider with a vibrant culture.
- Benefits: Enjoy 25 days holiday, flexible leave options, and a strong pension contribution.
- Other info: Diverse and inclusive environment with excellent career development opportunities.
- Why this job: Be the first point of contact for customers and make a real impact in tech support.
- Qualifications: Strong problem-solving skills and experience in technical support or telecoms.
The predicted salary is between 36900 - 45100 £ per year.
Why Join Us? Onecom is the UK's leading business technology provider, shaping the way we work, connect, communicate and operate. You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.
About the role: As Service Desk Engineer, you'll be the first point of technical contact for our cloud voice and connectivity customers, helping to diagnose issues, implement changes, and ensure our customers receive an outstanding support experience.
What you'll be doing:
- Troubleshooting and resolving cloud telephony and connectivity issues.
- Managing incidents and support tickets to ensure SLA commitments are met.
- Providing regular updates to customers via phone, email, and support portals.
- Raising and managing cases with third-party suppliers and partners.
- Completing customer-requested changes on cloud voice platforms.
- Supporting major incidents and providing technical updates where required.
- Maintaining accurate ticket notes, customer records, and documentation.
- Assisting with reporting, implementation activities, and project support tasks.
- Collaborating closely with colleagues across Operations, Customer Experience, Product, and Sales teams.
What we're looking for:
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills with the ability to explain technical concepts clearly.
- Experience working within a technical support, telecoms, IT support, or service desk environment.
- Working knowledge of cloud-based telephony solutions.
- Understanding of networking concepts, including LAN and WAN technologies, Routing and switching, SIP and IP networking.
- Strong IT skills and attention to detail.
- Ability to manage multiple priorities and work effectively under pressure.
- A proactive, customer-focused mindset with a positive 'can-do' attitude.
Our dream candidate will also have:
- Experience supporting Microsoft Teams Telephony, Mitel, Five9, VOX and Vox One.
- Knowledge of PSTN, xDSL, FTTx and Ethernet services, Routers, Access Points and ATAs.
- Experience using Salesforce within a technical support environment.
Perks for our people:
- Holidays: 25 days + bank holidays and buy/sell options.
- Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day.
- Lifestyle: 9% combined pension contribution and 4x salary life assurance.
- Rewards: Quarterly and annual employee awards, discounts on tech.
- Socials: All-expenses-paid company events.
- Development: In-House Training Academy.
- Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support.
Everyone belongs at Onecom. We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That’s why we’re committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.
Service Desk Engineer in Fareham employer: Onecom
As a Sales Executive in Whiteley, you'll thrive in a vibrant work culture that values enthusiasm and ambition. We offer competitive salaries with uncapped commission, fostering an environment where your hard work directly translates into rewards. With ample opportunities for personal and professional growth, you'll be supported every step of the way as you help drive our business forward.
