Senior Telecoms Engineer 3rd Line & Major Incident Expert

Flotek Group; Pencoed; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

EMI Share Equity Scheme: own a slice

21 days holiday, increasing to 25

Birthday day off

Give Back Day

Perkbox discounts

Structured professional growth

Job summary

Flotek Group, a leading UK technology provider, is seeking a Senior Comms Engineer for desk-based third-line telecoms and connectivity expertise. You will own complex incidents, work with carriers and vendors, and mentor junior engineers while improving service resilience.

The role requires strong SIP/RTP, VoIP, and networking skills, with experience on Teams Phone, Direct Routing or Operator Connect. Office-based in the UK with on-call rotation and flexible hours.

Qualifications

• Strong experience in 2nd/3rd line telecoms, VoIP, connectivity or communications support.
• Proven advanced troubleshooting and RCA capability across voice, circuits and partner networks.
• Working knowledge of SIP, RTP, SDP, NAT and VoIP call flows, including log and packet-capture analysis.
• Experience supporting Teams Phone, Direct Routing and/or Operator Connect.
• Strong knowledge of routing, switching, VLANs, QoS, DNS, DHCP, VPNs and firewalls.
• Experience working with carriers and vendors to resolve broadband, Ethernet and voice-platform faults.
• Clear partner communication, strong technical documentation and the ability to mentor engineers.

Responsibilities

• 3rd line ownership: End-to-end ownership of telecoms and connectivity incidents to resolution.
• Advanced telecoms troubleshooting: Diagnose hosted voice, Teams Phone, Direct Routing and SIP faults.
• SIP and media analysis: Analyse SIP signalling, RTP streams, codecs and NAT behaviour.
• Advanced connectivity troubleshooting: Isolate faults across FTTC, FTTP, Ethernet, VPNs and firewalls.
• Performance diagnosis: Correlate monitoring and logs to diagnose latency, jitter, loss.
• Root-cause analysis: Lead RCA for recurring incidents and define corrective actions.
• Major incidents and problem management: Provide technical direction during major incidents.
• Carrier and vendor escalation: Drive timely resolution across voice platforms and providers.
• Knowledge and coaching: Create known-error records and coach engineers.
• Service improvement: Use RCA findings to improve monitoring and processes.

Skills

3rd line telecoms

VoIP troubleshooting

SIP/RTP/SDP analysis

Teams Phone/Direct Routing

Networking fundamentals

Vendor escalation

Mentoring engineers

Education

Networking certification

CCNA or equivalent

Tools

Packet captures

Call traces

Monitoring tools

Job description

Flotek Group, a leading UK technology provider, is seeking a Senior Comms Engineer for desk-based third-line telecoms and connectivity expertise. You will own complex incidents, work with carriers and vendors, and mentor junior engineers while improving service resilience.

The role requires strong SIP/RTP, VoIP, and networking skills, with experience on Teams Phone, Direct Routing or Operator Connect. Office-based in the UK with on-call rotation and flexible hours.