IT Engineer

SCG South West; Hereford; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Birthday Day Off

Annual Salary Review

Pension Scheme

Free On-Site Parking

Employee Assistance Programme

Discounted Retail Vouchers

Enhanced sick pay

Job summary

SCG South West is seeking a capable IT and networking specialist to install, maintain, and support IT services, telecoms, and cybersecurity for clients in Hereford, with work possible from Cardiff or Bristol. The role includes on-site and remote work, travel (including overnight stays), and collaboration with the Service Assurance Team to deliver high-quality service while meeting SLAs.

Candidates should have hands-on experience with DrayTek, Ruckus, UniFi, SIP, cloud telephony, and the ability

Qualifications

• Strong technical background.
• Experience 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.
• Experience with Cloud Telephony and SIP telephony.
• Ability to interpret technical designs and translate them into deployments.
• Willingness to travel and work flexibly including overnight stays.

Responsibilities

• Represent the company with a high standard of professionalism and reliability.
• Establish and maintain relationships with partners to provide unified service.
• Attend project meetings and update stakeholders on progress.
• Build solutions ahead of site visits and act as escalation point for technical issues.
• Maintain regular communication with clients and exceed expectations.
• Ensure faults are triaged, reported, and resolved within SLA.
• Communicate service affecting issues to the organization and customers.
• Maintain accurate deployment documentation.

Skills

Technical background

IT networking deployment

DrayTek/Ruckus/UniFi

OSI TCP/IP

Monitoring/diagnostics

Cloud telephony

SIP telephony

Field work

ISO 27001

Job description

Location: Hereford (You can also be based at our offices in Cardiff or Bristol)

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
• Understanding of compliance frameworks (TSA, ISO 9001, ISO 27001).
• Ability to coach & train others.
• 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.