Cloud Communications Support Engineer (Teams Phone, Zoom & VoIP)

Konekt; Cwmbran; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

On-call allowance

Job summary

Konekt in the UK is seeking a dedicated Technical Support Engineer focusing on cloud communications, voice, telephony and UCaaS. You’ll troubleshoot complex customer issues across Teams Phone, Zoom Phone, SIP Trunking and VoIP platforms, building trusted relationships and guiding incidents to resolution.

This role offers hybrid/remote working across Europe, with on-call rotations and an emphasis on collaboration, documentation and continuous improvement.

Qualifications

• Experience in a Support Engineer or similar role.
• Troubleshoot customer-facing technical issues across voice platforms.
• Knowledge of Teams/Zoom cloud platforms and SIP-based telephony.
• Networking basics (TCP/IP, DNS, QoS) are helpful.
• Strong customer service and clear communication skills.

Responsibilities

• Troubleshooting complex technical issues across voice, video, messaging and collaboration platforms.
• Building trusted customer relationships with clear updates and support throughout the process.
• Managing escalations and major incidents with ownership and collaboration.
• Supporting integrated environments including Microsoft Teams and cloud-based services.
• Sharing knowledge via documentation and support guides for customers and colleagues.
• Driving continuous improvement of customer outcomes and service quality.

Skills

Support Engineer background

Microsoft Teams

Zoom Phone

VoIP

SIP Trunking

Networking fundamentals

Customer service

Tools

UCaaS

Job description

What You'll Find Here

A friendly, supportive team

UK & Europe | Hybrid / Remote | Paid On-Call Allowance

Before You Apply

This role focuses on cloud communications, telephony and collaboration technologies, not traditional IT support.

You will be a strong fit if you have experience supporting technologies such as:

• Microsoft Teams Phone
• Zoom Phone
• SIP Trunking
• VoIP Platforms
• SBCs (AudioCodes, Oracle, Ribbon etc.)
• UCaaS or Contact Centre solutions

This role is less suited to candidates whose experience is primarily focused on:

• Desktop Support
• End User Computing
• Hardware Break/Fix
• Generalist IT Administration
• Server Management
• Infrastructure-Only Roles

Whilst some networking and Microsoft 365 knowledge is important, the core focus of this role is voice, telephony and cloud communications.

What You'll Be Doing

• Troubleshooting complex technical issues: Supporting customers across voice, video, messaging and collaboration platforms, diagnosing issues and driving them through to resolution.
• Building trusted customer relationships: Communicating clearly, providing updates and helping customers feel supported throughout the support process.
• Managing escalations and major incidents: Taking ownership of high-priority issues and working collaboratively to resolve them.
• Supporting integrated environments: Working across Microsoft Teams, Zoom, telephony platforms, networking technologies and cloud-based services.
• Sharing knowledge: Creating documentation, knowledge articles and support guides that help both customers and colleagues.
• Driving continuous improvement: Identifying opportunities to improve customer outcomes, support processes and service quality.

Core Technologies

• Microsoft Teams Phone
• Zoom Phone
• SIP Trunking
• SBCs (AudioCodes & Oracle)
• VoIP Platforms
• Direct Routing
• Operator Connect
• Call Routing & Number Management
• Telephony Integrations
• UCaaS Environments

You’ll also work with supporting technologies including Microsoft 365, Entra ID, networking and service management tools.

What We’re Looking For

We know great candidates don’t always tick every box, so if this role excites you and you believe you could succeed in it, we’d love to hear from you.

We’re Particularly Interested In People Who Have

• Experience in a Support Engineer, Technical Support Engineer or similar role
• Experience troubleshooting complex customer-facing technical issues
• Knowledge of Microsoft Teams, Zoom or comparable cloud communication platforms
• Support knowledge of Oracle and AudioCodes SBC’s
• Understanding of networking fundamentals such as TCP/IP, DNS, SIP, VoIP and QoS
• Strong communication and customer service skills
• A curious mindset and a passion for learning new technologies
• The ability to work collaboratively while taking ownership of outcomes

Experience within a UCaaS, SaaS, MSP, distributor or service provider environment would be beneficial, as would Microsoft, Zoom or networking certifications, but these are not essential.

On-Call Support

Our customers occasionally require support outside normal business hours.

As part of this role, you’ll participate in a structured on-call rota alongside other members of the Technical Support team, helping provide support for critical service incidents when needed.

• An additional on-call allowance is paid on top of your standard package for participation in the rota.

Why Join Konekt?

Because work should be challenging, rewarding and enjoyable.

At Konekt, you’ll join a team that genuinely enjoys working together. We’re collaborative, supportive and passionate about helping our customers succeed. We share knowledge, celebrate wins and encourage people to bring new ideas to the table.

What You’ll Find Here

• A friendly, supportive team
• Opportunities to learn from experienced technical specialists
• Modern cloud communications technologies
• An international business operating across the UK, France, Germany and the Netherlands
• A culture that values ideas, curiosity and continuous improvement
• Ongoing development and learning opportunities
• A workplace built on trust, ownership and collaboration
• Plenty of teamwork, humour and the occasional debate about the best way to solve a technical problem

Location & Engagement

We’re open to applications from talented individuals across Europe and beyond.

Successful candidates based in the UK, France, Germany or the Netherlands will join Konekt as full-time permanent employees through our local entities.

Successful candidates based outside these locations will be engaged as contractors through our global workforce partner, Multiplier.

The engagement model may differ depending on location, but your opportunity to contribute, develop and make an impact remains the same.

Inclusion Matters

At Konekt, we’re committed to creating a workplace where everyone feels welcome, respected and able to do their best work.

We value different backgrounds, experiences, perspectives and ways of thinking because we know they make us stronger as a team.

If you’re excited by this opportunity but don’t meet every requirement listed, we still encourage you to apply.