Managed Service Desk Engineer - T2 in London

Join our Team as a Managed Service Desk Engineer – T2!
Location:Remote
Salary:£28,000 Per Annum
Hours:
Monday to Friday – Shift based between 07:30 – 18:00 + OOH Rota (1 in every 5 weeks)

About the role:
The Managed Service Desk Engineer – T2 is a key point of contact for our converged customers with cloud-based IP telephony solutions. The Cloud Support Engineer is responsible for undertaking technical change requests, troubleshooting and resolving medium to high complexity technical issues. The Cloud Support Engineer liaises with principal engineers and partners who provide more in-depth technical support, where required.

What makes you a great fit:

Experience working in a relevant technical role (desirable)

Working knowledge of cloud‐based telephony solutions

Knowledge of IP protocols and networking, including LAN, WAN, switches, routers, and SIP

Excellent communication skills with strong organisational abilities

Strong IT skills

Excellent problem‐solving and analytical skills

Outstanding attention to detail and accuracy

Logical and structured approach to work

Positive \”can‐do\” attitude

Customer‐focused and passionate about service

Strong decision‐making skills

Able to work with minimal supervision while maintaining high motivation and productivity

Able to manage workload and prioritise based on business requirements under pressure

Able to communicate technical issues and resolutions to people with varying technical knowledge

Key responsibilities:

Monitor incidents to ensure appropriate actions are taken to meet SLAs

Update customers via telephone, email, or portal on support call progress or to request additional information

Contact third‐party suppliers to log support calls, obtain updates, or request technical assistance

Use technical skills to assess and troubleshoot incidents, identify root causes, and work toward resolution

Perform updates and changes requested by customers on cloud voice platforms

Assist with generating internal and external customer reports

Support ad hoc tasks related to implementation projects, support projects, or administrative duties

Join major incident calls with customers and SDMs, providing technical updates when required

Regularly update open tickets in the incident management platform with clear, current information

Update customer‐specific documentation as needed

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

EV Scheme : Lease a brand-new electric car

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, cycle to work scheme, free breakfast & fresh fruit, eye‐care vouchers, financial wellbeing support

Who we are:
Onecom is an award‐winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:
We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.

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