Telecoms Support Desk Engineer

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

The Telecoms Support Desk Engineer is responsible for providing high-quality remote technical support for telecommunications, managed IT and unified communications (UC) systems. The role focuses on incident fault resolution, service request handling, system configuration, and customer support, ensuring services are restored promptly and in line with SLAs.

This position requires strong telecoms and managed IT knowledge, structured troubleshooting skills, excellent customer communication, and accurate documentation, while working closely with internal engineering teams and third-party suppliers.

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.

Technical Skills Required

Strong understanding of:

• VoIP technologies and call flows
• SIP, RTP, TCP/UDP
• DNS, DHCP, VLANs, QoS
• LAN and WAN fundamentals
• Managed IT applications and Cyber Security
• Wifi – Unifi and Ruckus advantageous
• Switching, Routing, Firewalls - advantageous

Experience troubleshooting UC and telecoms platforms such as:

• Familiarity with diagnostic tools such as Wireshark and network monitoring utilities.
• Knowledge of structured cabling principles (CAT5 / CAT6) – advantageous.
• Experience managing incidents through a service desk or ticketing system.

Other Experience required

• Minimum of 2 years’ experience in an IT or Telecoms support role.
• Experience working in a high-volume, customer-facing support environment.
• Exposure to managed services or MSP environments desirable.
• 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• Career Development and Progression Opportunities
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Annual Salary Review
• SCG Mobile Benefit
• Employee Referral Bonus
• Pension Scheme
• Free On-Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.