Service Desk Engineer

Onecom; Whiteley; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Holidays: 25 days + bank holidays

Birthday day off

9% pension + 4x life assurance

Discounts on tech

Wellbeing support

Job summary

Onecom in the United Kingdom is seeking a Service Desk Engineer to be the first technical contact for cloud voice and connectivity customers, diagnosing issues, implementing changes, and delivering outstanding support.

You will handle incidents, manage support tickets to meet SLAs, provide updates via multiple channels, and collaborate with Operations, Customer Experience, Product and Sales teams to resolve complex problems and improve service.

Qualifications

• Experience in technical support, telecoms, IT support or service desk.
• Working knowledge of cloud-based telephony solutions.
• Understanding of LAN/WAN, routing, switching and SIP.
• Strong IT skills and attention to detail.
• Ability to manage multiple priorities and work under pressure.

Responsibilities

• Troubleshooting and resolving cloud telephony and connectivity issues.
• Managing incidents and support tickets to meet SLA commitments.
• Providing regular updates to customers via phone, email, and 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.
• Maintaining accurate ticket notes and customer records.
• Assisting with reporting, implementation activities, and project support.

Skills

Troubleshooting

Communication

IT support

Cloud telephony

Networking concepts

Multitasking under pressure

Tools

Salesforce

Microsoft Teams Telephony

Five9

VOX/Vox One

Job description

Onecom is the UK's leading business technology provider, shaping the way we work, connect, communicate and operate.

You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.

About the role

As Service Desk Engineer, you'll be the first point of technical contact for our cloud voice and connectivity customers, helping to diagnose issues, implement changes, and ensure our customers receive an outstanding support experience.

What you'll be doing

• 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.

What we're looking for

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

A proactive, customer-focused mindset with a positive "can-do" attitude

Our dream candidate will also have

• Experience supporting:
• Microsoft Teams Telephony
• Five9
• VOX and Vox One
• Knowledge of:
• PSTN, xDSL, FTTx and Ethernet services
• Routers, Access Points and ATAs
• Experience using Salesforce within a technical support environment

Perks for our people

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Everyone belongs at Onecom

We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That’s why we’re committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.