Engineer

SCG Midlands; West of England; Hybrid; GBP 28,000 - 35,000; Full time

Benefits offered by this job

21 Days Holiday – increasing to 22

Birthday Day Off

Buy Holiday Scheme

Employee Assistance Programme

Enhanced 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

Job summary

SCG Midlands is seeking a qualified engineer to install, maintain, and support IT services, telecoms, network and cybersecurity solutions. The role covers on-site and remote work with travel including overnight stays, based from Bradley Stoke with offices in Cardiff and Hereford.

You will support the Service Assurance Team, deliver high customer service, and document deployments. The position requires building ahead of site visits and acting as a technical escalation point for the team.

Qualifications

• Must have strong technical background with hands-on experience in IT, telecoms and networking.
• Experience deploying and supporting complex IT, telecoms, and networking solutions.
• Solid understanding of SIP telephony and cloud telephony concepts.

Responsibilities

• Represent the company professionally with reliability and punctuality.
• Build and maintain relationships with partners from supplier to client.
• Attend project meetings and update stakeholders on progress.

Skills

Technical troubleshooting

SIP telephony

Networking fundamentals (OSI/TCP-IP)

Customer service

Field work independence

Documentation

Coaching/mentoring

Tools

Draytek

Ruckus

UniFi

Job description

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.