Comms Helpdesk Technician

Flotek Group; United Kingdom; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

EMI Share Equity Scheme

Birthday day off

Give Back Day

Perkbox discounts

24/7 Support Line

Job summary

Flotek Group is seeking a Comms Helpdesk Technician to provide high-quality remote support across VoIP, connectivity, data networking and Wi-Fi services. This desk-based role is ideal for an experienced 1st Line Technician with strong troubleshooting skills, good customer communication, and a desire to progress within the communications engineering field.

You will act as a key point of contact on our helpdesk for comms-related queries, triaging calls, resolving tickets at first contact where

Qualifications

• ICT and/or Telecoms background with service desk experience.
• Basic understanding of SIP, RTP, NAT and VoIP fundamentals.
• Basic knowledge of routing, switching, VLANs and firewall concepts.
• Engineering mindset with problem-solving and logical fault diagnosis.
• Excellent communication skills with a customer-first mindset.
• Ability to work effectively in a fast-paced helpdesk environment.
• Desire to grow skills and progress toward more advanced comms engineering roles.
• Exposure to hosted VoIP platforms such as Yealink, Gamma, Horizon or CallSwitch.
• Experience with DrayTek, Unifi, Aruba or similar networking solutions.

Responsibilities

• Act as the first point of contact for customers, logging, categorising and prioritising incidents and service requests in line with ITIL best practice.
• Manage and resolve tickets within agreed SLAs, ensuring timely responses, clear progress updates and accurate resolution records.
• Take end-to-end ownership of tickets, focusing on First Contact Resolution (FCR), and escalating to 2nd/3rd Line teams where required with clear diagnostic information.
• Diagnose and resolve issues across VoIP platforms, SIP trunks, hosted telephony, firewalls, routers, LAN/WAN, Wi-Fi and broadband services (FTTC/FTTP/SoGEA).
• Engage and manage third-party providers including ISPs, VoIP platforms and carriers, ensuring effective fault escalation, progress tracking and accountability.
• Investigate alerts, outages and performance issues such as latency, jitter and packet loss, supporting major incident response and service restoration.
• Maintain and enhance technical documentation, known error records and Knowledge Base articles related to telecoms and networking solutions.
• Work closely with IT and Comms Specialists to improve processes, reduce escalations and strengthen service delivery.
• Maintain clear, professional communication with customers and stakeholders throughout the incident lifecycle.
• Use ticketing systems, RMM tools and third-party platforms to manage workload, prioritise tasks and maintain data accuracy.
• Provide support for telecoms and connectivity services during scheduled weekend shifts, escalating to on-call specialists where required.
• Deliver a professional, reliable support service focused on minimising disruption and maintaining strong customer satisfaction.

Skills

VoIP basics

SIP

Networking fundamentals

Customer service

Troubleshooting

ITIL familiarity

First Contact Resolution

Remote support

Documentation

Ticketing systems

Tools

Yealink

Gamma

Horizon

CallSwitch

DrayTek

Unifi

Aruba

Job description

We are seeking a Comms Helpdesk Technician to provide high-quality remote support across our VoIP, connectivity, data networking and Wi-Fi services. This desk-based role is ideal for an experienced 1st Line Technician with strong troubleshooting skills, good customer communication, and a desire to progress within the communications engineering field.

You will act as a key point of contact on our helpdesk for comms-related queries, taking inbound calls from customers who require technical assistance and triaging their calls with a view to resolving and closing the ticket at first contact. Where escalation is required, you will be responsible for gathering all relevant information and passing it on clearly to the appropriate team.

Key Responsibilities

• Act as the first point of contact for customers, logging, categorising and prioritising incidents and service requests in line with ITIL best practice.
• Manage and resolve tickets within agreed SLAs, ensuring timely responses, clear progress updates and accurate resolution records.
• Take end-to-end ownership of tickets, focusing on First Contact Resolution (FCR), and escalating to 2nd/3rd Line teams where required with clear diagnostic information.
• Diagnose and resolve issues across VoIP platforms, SIP trunks, hosted telephony, firewalls, routers, LAN/WAN, Wi-Fi and broadband services (FTTC/FTTP/SoGEA).
• Engage and manage third-party providers including ISPs, VoIP platforms and carriers, ensuring effective fault escalation, progress tracking and accountability.
• Investigate alerts, outages and performance issues such as latency, jitter and packet loss, supporting major incident response and service restoration.
• Maintain and enhance technical documentation, known error records and Knowledge Base articles related to telecoms and networking solutions.
• Work closely with IT and Comms Specialists to improve processes, reduce escalations and strengthen service delivery.
• Maintain clear, professional communication with customers and stakeholders throughout the incident lifecycle.
• Use ticketing systems, RMM tools and third-party platforms to manage workload, prioritise tasks and maintain data accuracy.
• Provide support for telecoms and connectivity services during scheduled weekend shifts, escalating to on-call specialists where required.
• Deliver a professional, reliable support service focused on minimising disruption and maintaining strong customer satisfaction.

What We Are Looking For

• ICT and/or Telecoms background with service desk experience is essential.
• Basic understanding of SIP, RTP, NAT and VoIP fundamentals.
• Basic knowledge of routing, switching, VLANs and firewall concepts.
• Engineering mindset with a keen desire for problem-solving and logical fault diagnosis.
• Excellent communication skills with a customer-first mindset.
• Ability to work effectively in a fast-paced helpdesk environment.
• Desire to grow skills and progress toward more advanced comms engineering roles.
• Exposure to hosted VoIP platforms such as Yealink, Gamma, Horizon or CallSwitch.
• Experience with DrayTek, Unifi, Aruba or similar networking solutions.
• Inclusive EMI Share Equity Scheme - own a slice of the Purple Pie.
• 21 days holiday increasing to 25 with 4 years of service, plus bank holidays.
• Birthday day off.
• Additional day off for personal life milestones.
• Give Back Day for supporting a charity of your choice.
• Perkbox discounts across shopping, gyms, restaurants and more.
• Regular social events and team-building opportunities.
• Career growth pathways into senior communications or network engineering.

Please note: due to the nature of this role, we are unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.

Flotek Careers: Perks with Purpose

Joining Flotek means more than a job - it's a career with real perks, from wellbeing to giving back. Every team member owns part of Flotek via our EMI Share Scheme.
View our full perks below.

Time That Matters

Extra days off for birthdays, weddings, moving & religious holidays.

Give Back Day

1 paid day yearly to support your chosen charity & join fundraisers.

Save on gyms, shops & more with Perkbox discounts and deals.

Family First

Time off for your child's first school day & fun family events.

24/7 Support Line

Confidential helpline plus 5 free counselling sessions per team member.

Why Join Flotek? Discover the Perks

Curious about life at Flotek? Check out our interactive brochure to explore all the benefits and see why joining the purple army is a smart move.

We'd love to hear from you, let's chat and make something great!