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- Tasks: Troubleshoot and resolve technical issues for cloud-based telephony solutions.
- Company: Join Onecom, an award-winning provider of Communication Technology.
- Benefits: 25 days holiday, flexible leave, electric car scheme, and wellness support.
- Why this job: Be a key player in delivering exceptional customer experiences with cutting-edge technology.
- Qualifications: Experience in technical roles and knowledge of cloud telephony solutions preferred.
- Other info: Enjoy company events, in-house training, and a supportive work environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join our Team as a Managed Service Desk Engineer - T2!
Location: Remote
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
- Excellent problem‑solving and analytical skills
- Outstanding attention to detail and accuracy
- Logical and structured approach to work
- Customer‑focused and passionate about service
- 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.
Managed Service Desk Engineer - T2 employer: Onecom
Contact Detail:
Onecom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Managed Service Desk Engineer - T2
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Managed Service Desk Engineer role and ask if they know anyone in the industry who could help you get your foot in the door.
✨Tip Number 2
Prepare for those interviews! Research common questions for technical roles, especially around cloud-based telephony solutions and IP protocols. Practise your answers and think of examples that showcase your problem-solving skills and customer focus.
✨Tip Number 3
Don’t just apply anywhere; apply through our website! It shows you're genuinely interested in joining our team. Plus, it gives you a better chance of being noticed by our hiring managers.
✨Tip Number 4
Follow up after your interviews! A quick thank-you email can go a long way. It not only shows your appreciation but also keeps you fresh in the interviewer's mind as they make their decision.
We think you need these skills to ace Managed Service Desk Engineer - T2
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Managed Service Desk Engineer role. Highlight your experience with cloud-based telephony solutions and any relevant technical skills. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills align with our needs. Keep it concise but engaging – we love a good story!
Show Off Your Problem-Solving Skills: In your application, don’t forget to showcase your problem-solving abilities. Share examples of how you've tackled technical issues in the past. We’re all about finding solutions, so let us know how you do it!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Onecom
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of cloud-based telephony solutions and IP protocols. Be ready to discuss your experience with LAN, WAN, switches, routers, and SIP. This will show that you’re not just familiar with the terms but can also apply them in real-world scenarios.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled medium to high complexity technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your logical approach to problem-solving.
✨Communicate Clearly and Confidently
Since you'll be liaising with customers and technical teams, practice explaining complex technical concepts in simple terms. This will demonstrate your excellent communication skills and your ability to adapt your message based on your audience's technical knowledge.
✨Demonstrate Your Customer Focus
Be prepared to discuss how you prioritise customer needs and ensure a high level of service. Share examples of how you've gone above and beyond to resolve issues or improve customer experiences, as this aligns perfectly with the role's requirements.
