Remote Telecoms Support Desk Engineer (VoIP/UC)

SCG Midlands; Quinton; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Birthday Day Off

Pension Scheme

Free On-Site Parking

Annual Salary Review

Employee Assistance Programme

Discounted Retail Vouchers

Reduced Gym Membership

Buy Holiday Scheme

Charity Events

Job summary

SCG Midlands is seeking a Telecoms Support Desk Engineer to deliver high-quality remote technical support for telecoms, managed IT and UC systems. You will resolve incidents, handle service requests, configure systems, and ensure SLA-aligned restoration of services.

The role requires strong telecoms knowledge, structured troubleshooting, and excellent customer communication, with coordination across internal teams and third-party suppliers.

Qualifications

• Minimum of 2 years’ experience in an IT or Telecoms support role.
• Experience working in a high-volume, customer-facing support environment.
• Knowledge of UC, telecoms platforms and incident management.

Responsibilities

• Act as a first and second-line support engineer for telecoms, managed IT and UC-related incidents and requests.
• Log, manage, prioritise, and resolve faults using the service desk ticketing system in line with SLAs.
• Use supplier portals to raise, monitor, and manage faults with carriers and third-party vendors.
• Perform detailed troubleshooting across VoIP, IT, networking, and UC platforms.
• Escalate complex incidents appropriately while maintaining ownership and customer communication.
• Implementing remote deployments, including system provisioning, configuration, and testing.
• Liaise with customers, suppliers, and third-party IT teams to ensure timely resolution of issues.
• Provide remote user support and basic customer training where required.
• Maintain accurate technical documentation, case notes, and knowledge base articles.
• Identify recurring issues and contribute to problem management and continuous improvement initiatives.

Skills

VoIP technologies

SIP/RTP

DNS/DHCP/VLANs/QoS

LAN/WAN fundamentals

Managed IT applications

Cyber Security

WiFi technology

Switching/Routing/Firewalls

Tools

Wireshark

Network monitoring tools

Job description

SCG Midlands is seeking a Telecoms Support Desk Engineer to deliver high-quality remote technical support for telecoms, managed IT and UC systems. You will resolve incidents, handle service requests, configure systems, and ensure SLA-aligned restoration of services.

The role requires strong telecoms knowledge, structured troubleshooting, and excellent customer communication, with coordination across internal teams and third-party suppliers.