On-site Cloud Telephony Service Desk Engineer

Onecom; United Kingdom; Remote; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Holidays 25 days

Birthday day off

Volunteer day

Pension 9%

Life assurance 4x salary

Employee awards

Tech discounts

All-expenses-paid events

In-House Training

Mental health support

Calm App

Gym discount

Eye-care vouchers

Job summary

Onecom in Whiteley, Hampshire is looking for a Service Desk Engineer to be the first technical contact for cloud voice and connectivity customers, diagnosing issues, implementing changes and ensuring an outstanding support experience.

You will troubleshoot cloud telephony and connectivity problems, manage incidents to meet SLA, provide updates via phone, email and portals, and raise cases with third-party suppliers while keeping thorough ticket notes.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Excellent communication skills with the ability to explain technical concepts clearly.
• Experience in technical support, telecoms, IT support, or service desk environment.
• Working knowledge of cloud-based telephony solutions.
• Understanding of networking concepts, including LAN/WAN, routing and switching, SIP/IP networking.
• Strong IT skills and attention to detail.
• Ability to manage multiple priorities under pressure.

Responsibilities

• Troubleshooting and resolving cloud telephony and connectivity issues.
• Managing incidents and support tickets to ensure SLA commitments are met.
• Providing regular updates to customers via phone, email, and support 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 where required.
• Maintaining accurate ticket notes, customer records, and documentation.
• Assisting with reporting, implementation activities, and project support tasks.
• Collaborating closely with colleagues across Operations, Customer Experience, Product, and Sales teams.

Job description

Onecom in Whiteley, Hampshire is looking for a Service Desk Engineer to be the first technical contact for cloud voice and connectivity customers, diagnosing issues, implementing changes and ensuring an outstanding support experience.

You will troubleshoot cloud telephony and connectivity problems, manage incidents to meet SLA, provide updates via phone, email and portals, and raise cases with third-party suppliers while keeping thorough ticket notes.