At a Glance
- Tasks: Provide top-notch remote support for telecoms and IT systems, resolving issues swiftly.
- Company: Join a dynamic telecoms company that values innovation and teamwork.
- Benefits: Enjoy 21 days holiday, career growth, and perks like gym discounts and retail vouchers.
- Other info: Be part of an inclusive team committed to equality and personal development.
- Why this job: Make a real difference by helping customers with cutting-edge telecom solutions.
- Qualifications: 2+ years in IT or telecom support, strong troubleshooting skills, and customer service experience.
The predicted salary is between 30000 - 36000 £ per year.
The Telecoms 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 Vo IP, IT, networking, and UC platforms.
- Escalate complex incidents appropriately while maintaining ownership and customer communication.
- Implementing 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
- Vo IP technologies and call flows
- SIP, RTP, TCP/UDP
- DNS, DHCP, VLANs, Qo S
- 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
- 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.
- 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.
#J-18808-Ljbffr
Telecoms Support Desk Engineer in Quinton employer: SCG Midlands
As a Field Communications Engineer at our company, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. With comprehensive training opportunities, a generous holiday scheme, and a commitment to work-life balance, we ensure that our team members are well-equipped to excel in their roles while enjoying a fulfilling career. Located in a vibrant area, our culture fosters collaboration and innovation, making us an excellent employer for those looking to make a meaningful impact in the telecoms industry.
StudySmarter Expert Advice🤫
We think this is how you could land Telecoms Support Desk Engineer in Quinton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SCG Midlands. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SCG Midlands before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Telecoms Support Desk Engineer in Quinton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SCG Midlands:Your cover letter is your chance to shine! Tell us why you want to work at SCG Midlands specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SCG Midlands!
How to prepare for a job interview at SCG Midlands
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
