Cloud Telephony & Networking Service Desk Engineer

Onecom; Whiteley; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Holidays: 25 days + bank holidays

Birthday day off

9% pension + 4x life assurance

Discounts on tech

Wellbeing support

Job summary

Onecom in the United Kingdom is seeking a Service Desk Engineer to be the first technical contact for cloud voice and connectivity customers, diagnosing issues, implementing changes, and delivering outstanding support.

You will handle incidents, manage support tickets to meet SLAs, provide updates via multiple channels, and collaborate with Operations, Customer Experience, Product and Sales teams to resolve complex problems and improve service.

Qualifications

• Experience in technical support, telecoms, IT support or service desk.
• Working knowledge of cloud-based telephony solutions.
• Understanding of LAN/WAN, routing, switching and SIP.
• Strong IT skills and attention to detail.
• Ability to manage multiple priorities and work under pressure.

Responsibilities

• Troubleshooting and resolving cloud telephony and connectivity issues.
• Managing incidents and support tickets to meet SLA commitments.
• Providing regular updates to customers via phone, email, and portals.
• Raising and managing cases with third-party suppliers and partners.
• Completing customer-requested changes on cloud voice platforms.
• Supporting major incidents and providing technical updates.
• Maintaining accurate ticket notes and customer records.
• Assisting with reporting, implementation activities, and project support.

Skills

Troubleshooting

Communication

IT support

Cloud telephony

Networking concepts

Multitasking under pressure

Tools

Salesforce

Microsoft Teams Telephony

Five9

VOX/Vox One

Job description

Onecom in the United Kingdom is seeking a Service Desk Engineer to be the first technical contact for cloud voice and connectivity customers, diagnosing issues, implementing changes, and delivering outstanding support.

You will handle incidents, manage support tickets to meet SLAs, provide updates via multiple channels, and collaborate with Operations, Customer Experience, Product and Sales teams to resolve complex problems and improve service.