Telecoms Specialist Engineer

Salary: £30,000 - 35,000 per year

Requirements:

• We are looking for a logical problem-solver with a customer-first mindset who thrives in a busy helpdesk environment.
• 1 to 2 years experience in a VoIP or communications support role.
• A good understanding of SIP, RTP, NAT and VoIP fundamentals.
• Basic knowledge of routing, switching, VLANs and firewall concepts.
• Strong problem-solving skills and the ability to diagnose issues logically.
• Excellent communication skills and a genuine customer-first approach.
• The ability to work effectively in a fast-paced helpdesk environment.
• A desire to grow your skills and progress into more advanced comms engineering roles.
• Exposure to hosted VoIP platforms such as Gamma, Horizon, CallSwitch or Yealink handsets is useful but not essential.
• Awareness of Microsoft Teams Phone, Operator Connect and Teams Calling Plans is useful but not essential.
• Experience with DrayTek, UniFi, Aruba or SonicWall networking solutions is useful but not essential.
• Experience using a ticketing system such as HaloPSA is useful but not essential.
• Relevant certifications such as CompTIA Network+ or vendor-specific VoIP and networking qualifications are useful but not essential.

Responsibilities:

• Be the first point of contact for telecoms incidents, logging, categorising and prioritising faults in line with ITIL best practice.
• Resolve tickets within agreed SLAs with timely responses, accurate updates and clear documentation.
• Own incidents end to end, aim for First Contact Resolution, and escalate to Comms Specialists or carriers with clear diagnostics.
• Diagnose VoIP systems, SIP trunks, handsets, routers, broadband circuits (FTTC, FTTP, SoGEA) and internal network connectivity.
• Liaise with broadband carriers and hosted voice providers to progress faults and drive timely resolution.
• Spot and respond to outages, call quality issues, latency and performance concerns before they escalate.
• Document known issues, workarounds and fixes in the Knowledge Base to speed up future resolution.
• Give clear, confident updates to customers and stakeholders, managing expectations during incidents.
• Support telecoms services during scheduled weekend and out-of-hours cover, following major incident escalation paths.

Technologies:

• Aruba
• Firewall
• Support
• ITIL
• NAT
• Network
• Security
• Cisco
• Incident Management
• Mobile

More:

We are Flotek Group, one of the fastest-growing technology companies in the UK, helping small and medium-sized businesses with IT, cyber security and communications technology. You will join our Purple Army, a collaborative and fast-paced team that values expertise, trust, recognition and delivering a genuine Wow for our partners. Every employee shares ownership of the group, so you are genuinely invested in our success. This is a full-time, office-based role at either our Pencoed office in Bridgend, South Wales, or our St Asaph office in North Wales, and you must be able to commute reliably to one of these offices. We offer an inclusive EMI Share Equity Scheme, birthday day off, an additional day off for personal life milestones, a Give Back Day, Perkbox discounts, regular social events and team-building opportunities, plus career growth pathways into senior communications or network engineering. The working pattern is Monday to Friday, 8 hours per day between 08:00 and 18:00, with a 30-minute lunch break and weekend on-call support on a shared rotation. We cannot offer sponsorship or relocation assistance, so you must already have the right to work in the UK.

last updated 37 week of 2026