Junior Telecoms Engineer

Salary: £38,000 - 66,000 per year

Requirements:

• Some time in a service desk, helpdesk, or 1st line role, ideally with broadband, connectivity, or basic networking exposure
• Confident on the phone, including when the update is still working on it
• Methodical and able to follow the ticketing process properly rather than work around it
• Steady under a queue of open tickets rather than needing everything sorted out for you
• Genuinely looking for a 2–3 year career path, not a stopgap while looking elsewhere
• Experience with Jira Service Management, Geocom, or IT Glue would help, but is not required

Responsibilities:

• Answer inbound calls and work a shared triage queue, picking up tickets from phone, email, and the customer portal
• Diagnose broadband, connectivity, and IP issues, including ADSL, fibre, and FTTC work
• Support hosted/cloud telephony users and carry out first-line checks on Avaya/Mitel PBX systems, including handsets, extensions, and call-flow problems
• Apply documented fixes before escalating issues further
• Chase third-party suppliers when broadband or leased line issues need it, and arrange engineer visits
• Log faults properly so escalations include the right context
• Help clear a backlog left over from recent acquisitions and platform changes

Technologies:

• Cloud
• CRM
• Flow
• Support
• JIRA
• DevOps

More:

We are a Managed Service Provider in Leeds that has recently completed a series of acquisitions and is investing heavily in our service desk. We offer structured training on hosted telephony, our CRM and ticketing platform, and moves/adds/changes, along with hands-on time on demo systems for router configuration and telephony scenarios. This role provides a clear path from broadband tickets into telephony administration and then more complex connectivity and PBX work. Once settled in, there may be occasional out-of-hours work for supplier chasing and diversions, while actual call-outs are rare and on-site attendance is very unlikely. We offer a visible route to move beyond 1st line into a wider technical career.

last updated 34 week of 2026