At a Glance
- Tasks: Provide top-notch remote tech support for telecoms and IT systems.
- Company: Join a dynamic team at a leading telecommunications company.
- 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 telecom support with strong troubleshooting skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
- 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 and will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
Support Desk Engineer in Quinton employer: SCG Midlands
At SCG, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. Our Support Desk Engineers benefit from comprehensive career development opportunities, a generous holiday scheme that increases with tenure, and a supportive environment that prioritises employee well-being through initiatives like the Employee Assistance Programme and enhanced sick pay. Located in a vibrant area, our team enjoys not only competitive salaries but also unique perks such as discounted retail vouchers and reduced gym memberships, making SCG a truly rewarding place to grow your career.
StudySmarter Expert Advice🤫
We think this is how you could land Support Desk Engineer in Quinton
✨Tip Number 1
Network like a pro! Reach out to your connections in the telecoms and IT sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your troubleshooting skills! When you get the chance to chat with potential employers, share specific examples of how you've resolved complex issues in the past. This will demonstrate your expertise and problem-solving abilities.
✨Tip Number 3
Don’t forget to follow up! After interviews or networking events, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your interest in the role.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. By applying directly, you’ll ensure your application gets the attention it deserves. Plus, it’s super easy to navigate!
We think you need these skills to ace Support Desk Engineer in Quinton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in telecoms and IT support. We want to see how your skills match the role, so don’t be shy about showcasing your troubleshooting expertise and customer service experience!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about the Support Desk Engineer role and how your background makes you a perfect fit. Keep it friendly and professional – we love a personal touch!
Show Off Your Technical Skills:We’re looking for strong technical knowledge, so make sure to mention your familiarity with VoIP technologies, networking fundamentals, and any diagnostic tools you’ve used. This is your moment to impress us with your tech-savviness!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
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 networking fundamentals. Be ready to discuss how you've used these in past roles, as well as any troubleshooting experiences you've had with telecoms or managed IT systems.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, be prepared to share examples of how you've handled customer interactions. Highlight your communication skills and how you’ve resolved issues while keeping customers informed throughout the process.
✨Familiarise Yourself with the Tools
Get comfortable with diagnostic tools like Wireshark and any service desk ticketing systems you’ve used. If you can, mention specific instances where these tools helped you resolve an issue quickly and efficiently.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that test your troubleshooting skills. Think of a few complex incidents you've dealt with and be ready to explain your thought process, the steps you took, and how you escalated when necessary.
