Location: Hybrid - 2 days per week in our Cwmbran office (NP44 3AW), otherwise remote
Type: Full-time, Permanent
Hours: Monday - Friday, 9:00am - 5:00pm
Essential: Applicants must live within reasonable commuting distance of our Cwmbran office, hold a full UK driving licence and have access to their own car.
At RPS Telecom, we are looking for a capable Technical Support Engineer who can bring strong troubleshooting skills, customer confidence and technical ownership to our team.
This role would suit someone with experience in technical support, networking, telecoms or an MSP environment who is comfortable working independently, solving problems and taking ownership from first investigation through to resolution.
The role combines remote customer support with engineering work, customer installations, site visits, migrations, technical projects and data-led investigation. You will also have the opportunity to contribute to the development of AI and automation within RPS and in the solutions we provide to customers. We need someone who can contribute from day one while continuing to build their technical depth and responsibility.
The Role
As a Technical Support Engineer, you will support our customers across voice, connectivity and wider technical services. Most support is delivered remotely, but you will also be involved in customer installations, site visits, migrations and technical changes when required.
You will investigate and resolve technical issues, work closely with colleagues on more complex faults and use monitoring, reports and operational data to identify trends, recurring issues and areas for improvement.
You will also contribute to RPS's ongoing development of AI and automation across both internal operations and customer solutions, helping us identify opportunities to improve support processes, automate repetitive tasks, strengthen our knowledge base and develop smarter services for our customers.
This is a hands-on role for someone who enjoys troubleshooting, understands the importance of customer service and is comfortable taking responsibility for getting technical issues resolved.
What We're Looking For
- Experience in technical support, networking, telecoms, an MSP or a similar technical environment.
- Strong troubleshooting and problem-solving skills, with a logical approach to fault finding.
- A good understanding of networking and the ability to troubleshoot network-related issues.
- The ability to take ownership of customer issues and work them through to resolution.
- Confidence working directly with customers, both remotely and face-to-face.
- The ability to work independently, manage priorities and communicate clearly with the wider team.
- Comfort working with technical data, reports or spreadsheets to identify trends or investigate problems.
- Strong documentation skills and a willingness to share knowledge and support other engineers.
- Must live within reasonable commuting distance of our Cwmbran office and be able to attend two days per week.
- A full UK driving licence and access to your own car, as travel to customer sites is required as and when needed.
Experience with cloud telephony, SIP, PBX systems, firewalls or networking would be an advantage, but we do not expect one person to have worked with every platform or technology we use.
Development & Progression
RPS has a structured technical career path designed to support continued growth. For the right person, this role can progress towards Senior Support Engineer and Infrastructure Engineer, with increasing ownership of escalations, projects, installations and technical specialism.
Progression is based on capability, performance and career direction - not simply time served.
What We Offer
- Salary of £28,000 - £32,000 depending on experience.
- Hybrid working - 2 days per week in our Cwmbran office, with flexibility for the remainder of the week.
- A structured technical career path and ongoing development opportunities.
- 28 days holiday including bank holidays.
- Company pension scheme.
- Private health cover and Company Cash Back Scheme after successful completion of probation.
- Company laptop and the tools required to do the role.
- Training, mentoring and support from a close-knit technical team.
- Company events and team socials to celebrate success.
- A culture built on authenticity, collaboration and customer focus.
If you are technically capable, enjoy solving problems and are looking for a role where you can take on real responsibility while continuing to develop your engineering career, we'd love to hear from you.
Applications will remain open until the role is filled.
We are an equal opportunity employer and value diversity in our workplace.
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