At a Glance
- Tasks: Provide top-notch remote tech support for telecoms and IT systems.
- Company: Join a dynamic team in Birmingham with a focus on innovation.
- Benefits: Enjoy 21 days holiday, career growth, and wellness perks.
- Other info: Be part of an inclusive workplace that values diversity and growth.
- Why this job: Make a real difference by solving tech issues and helping customers.
- Qualifications: 2+ years in IT or telecoms support with strong troubleshooting skills.
The predicted salary is between 30000 - 35000 £ per year.
Location: Quinton, Birmingham
Salary: £30,000 – £35,000
The Support Desk Engineer is responsible for providing high-quality remote technical support for telecommunications, managed IT and unified communications (UC) systems. The role focuses on incident fault resolution, service request handling, system configuration, and customer support, ensuring services are restored promptly and in line with SLAs. This position requires strong telecoms and managed IT knowledge, structured troubleshooting skills, excellent customer communication, and accurate documentation, while working closely with internal engineering teams and third-party suppliers.
Responsibilities
- Act as a first and second-line support engineer for telecoms, managed IT and UC-related incidents and requests.
- Log, manage, prioritise, and resolve faults using the service desk ticketing system in line with SLAs.
- Use supplier portals to raise, monitor, and manage faults with carriers and third-party vendors.
- Perform detailed troubleshooting across VoIP, IT, networking, and UC platforms.
- Escalate complex incidents appropriately while maintaining ownership and customer communication.
- Implement remote deployments, including system provisioning, configuration, and testing.
- Liaise with customers, suppliers, and third-party IT teams to ensure timely resolution of issues.
- Provide remote user support and basic customer training where required.
- Maintain accurate technical documentation, case notes, and knowledge base articles.
- Identify recurring issues and contribute to problem management and continuous improvement initiatives.
Technical Skills Required
- Strong understanding of VoIP technologies and call flows
- SIP, RTP, TCP/UDP
- DNS, DHCP, VLANs, QoS
- LAN and WAN fundamentals
- Managed IT applications and Cyber Security
- Wifi – Unifi and Ruckus advantageous
- Switching, Routing, Firewalls – advantageous
Experience Troubleshooting UC And Telecoms Platforms Such As
- Gamma Horizon / Call Centre, Microsoft Teams (Direct Routing), SpliceCom, Wildix, NEC (or similar platforms)
- Familiarity with diagnostic tools such as Wireshark and network monitoring utilities.
- Knowledge of structured cabling principles (CAT5 / CAT6) – advantageous.
- Experience managing incidents through a service desk or ticketing system.
Other Experience Required
- Minimum of 2 years’ experience in an IT or Telecoms support role.
- Experience working in a high-volume, customer-facing support environment.
- Exposure to managed services or MSP environments desirable.
Benefits
- 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
- Birthday Day Off
- Buy Holiday Scheme
- Career Development and Progression Opportunities
- Employee Assistance Programme
- Enhanced Company Sick Pay
- Discounted Retail Vouchers
- Reduced Gym Membership
- Annual Salary Review
- SCG Mobile Benefit
- Employee Referral Bonus
- Pension Scheme
- Free On-Site Parking
- Charity Events
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
Support Desk Engineer in Birmingham employer: SCG Midlands
At SCG, we pride ourselves on being an excellent employer, offering a supportive work culture that values employee growth and development. Located in Quinton, Birmingham, our team enjoys competitive benefits such as increasing holiday entitlement, career progression opportunities, and a range of wellness initiatives, all while working in a dynamic environment focused on delivering high-quality technical support for telecommunications and IT systems.
StudySmarter Expert Advice🤫
We think this is how you could land Support Desk Engineer in Birmingham
✨Tip Number 1
Network like a pro! Reach out to folks in the telecoms and IT sectors on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your troubleshooting skills! Set up mock scenarios where you can demonstrate your ability to resolve common issues in VoIP or UC systems. This will not only boost your confidence but also impress potential employers during interviews.
✨Tip Number 3
Be ready to showcase your customer communication skills. Prepare examples of how you've handled difficult situations with clients in the past. Employers love to see that you can keep calm under pressure and maintain a positive attitude.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who want to make a difference in the support desk world.
We think you need these skills to ace Support Desk Engineer in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Support Desk Engineer role. Highlight your experience with VoIP technologies, troubleshooting skills, and customer support. We want to see how your background fits our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about telecoms and managed IT. Share specific examples of how you've resolved issues in the past, and let us know why you want to join StudySmarter.
Show Off Your Technical Skills:Don’t forget to showcase your technical skills in your application. Mention any experience with diagnostic tools like Wireshark or platforms like Microsoft Teams. We love seeing candidates who are tech-savvy and ready to tackle challenges!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at SCG Midlands
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of VoIP technologies, SIP, and the various UC platforms mentioned in the job description. Being able to discuss these topics confidently will show that you're not just familiar with them, but that you can troubleshoot effectively.
✨Practice Your Troubleshooting Skills
Prepare for scenario-based questions where you might need to demonstrate your structured troubleshooting approach. Think of examples from your past experience where you resolved complex issues, and be ready to explain your thought process clearly.
✨Customer Communication is Key
Since this role involves a lot of customer interaction, practice how you would communicate technical information to non-technical users. Be prepared to share examples of how you've successfully managed customer expectations and maintained communication during incidents.
✨Familiarise Yourself with the Company
Research SCG and its services thoroughly. Understanding their values and how they operate will help you tailor your answers to align with their goals. Plus, it shows genuine interest in the company, which always makes a good impression!
