Engineer

SCG South West; Bradley Stoke, Hereford, Cardiff; Hybrid; GBP 28,000 - 35,000; Full time

Benefits offered by this job

21 days holiday

Birthday day off

Employee assistance

Pension scheme

Free on-site parking

Annual salary review

Job summary

SCG South West is seeking an Engineer to install, maintain and support IT services, telecoms, networking and cybersecurity solutions. The role covers on-site and remote work across Bradley Stoke, with occasional travel to Cardiff and Hereford.

You will join the Service Assurance Team, deliver high-quality deployments, provide excellent customer service, and work flexibly including overnight stays. Strong technical background and experience with Draytek, Ruckus, and UniFi gear are required.

Qualifications

• Strong technical background in IT, telecoms and networks.
• Experience deploying and supporting complex IT, telecoms and networking solutions.
• Familiar with Draytek, Ruckus and UniFi equipment.
• Understanding of OSI/TCP/IP models and network diagnostics.

Responsibilities

• Represent the company with a high standard of professionalism.
• Establish and maintain relationships with key partners.
• Attend project meetings and update stakeholders on progress.
• Build the solution ahead of customer site visits and act as escalation point.
• Communicate regularly with clients and exceed expectations.
• Ensure faults are triaged, reported and resolved within SLA.
• Coordinate communication of service affecting issues to the organisation.
• Improve customer experience and SAT knowledge.
• Act as a technical authority during delivery and ensure smooth handover.
• Maintain accurate deployment documentation.

Skills

Technical background

IT & networking

Networking equipment

SIP protocol

Cloud Telephony

Independent in field

Problem solving

Documentation

Customer service

ISO knowledge

Tools

Draytek

Ruckus

UniFi

Job description

Engineer

Location: Bradley Stoke; you can also be based out of offices in Cardiff and Hereford

Salary: £28,000 – £35,000

The successful candidate will be delivering high-quality communications solutions to customers by installing, maintaining, and supporting IT services, telecoms, network, and cybersecurity. This includes on-site and remote work. The role also entails contributing to the efficient operation of the Service Assurance Team while maintaining exceptional customer service when dealing with customer challenges on the SAT desk or on site/remotely. All while delivering exceptional customer service to our customers.

You will be required to travel and work flexibly, including overnight stays.

Responsibilities

• Represent the company with a high standard of professionalism, including appearance, attendance, timekeeping, and reliability.
• Establish and maintain relationships with key partners, ensuring we provide a unified service from supplier to client.
• Attend project meetings and ensure all stakeholders are updated with progress throughout the project delivery
• Build the solution, where possible, ahead of visiting the customer site and act as the key escalation point for team members to assist with technical issues.
• Ensure regular communication with clients while exceeding their expectations.
• Ensure all faults are dealt with efficiently and that the fault is triaged, reported and resolved within SLA.
• Manage process for communicating service affecting issues to the organization and our customers.
• Ensure constant improvement of customer experience and Service Assurance knowledge.
• Act as a technical authority during project delivery, ensuring seamless handover to Service Assurance.
• Maintain accurate and detailed documentation for all deployments.

Skills Required

• Strong technical background
• Proven experience in deploying and supporting complex IT, telecoms, and networking solutions.
  Deep understanding of Draytek, Ruckus and UniFi equipment.
• Solid understanding of the OSI or TCP/IP model
• Hands‑on experience with monitoring, network diagnostic and network analytics tools
• Comprehensive industry knowledge
• Experience of Cloud Telephony, installation and support
• Thorough understanding of SIP telephony protocol
• Ability to interpret technical designs and translate them into practical deployments
• Interest in Technology and Innovation
• Ability to work independently in the field
• Excellent customer service skills
• Understanding of compliance frameworks (TSA, ISO 9001, ISO 27001)
• Ability to coach & train others

Benefits

• 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• 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.