Telecoms Support Desk Engineer

SCG Midlands; Woodgate; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

21 days holiday

Birthday day off

Buy holiday scheme

Career development

Employee assistance programme

Sick pay

Discounted vouchers

Gym membership discount

Annual salary review

Mobile benefit

Employee referral bonus

Pension scheme

Free on-site parking

Charity events

Job summary

SCG Midlands is seeking a Telecoms Support Desk Engineer based in Quinton, Birmingham, offering a salary of £35,000 per year. You will act as a first- and second-line engineer for telecoms and UC incidents, using service desks, logging faults, and coordinating with carriers to ensure rapid resolution.

The role requires hands-on troubleshooting across VoIP and networking, knowledge of SIP/RTP and LAN/WAN fundamentals, and a customer-focused approach with remote deployments and documentation

Qualifications

• Experience troubleshooting UC and telecoms platforms.
• Familiarity with diagnostic tools such as Wireshark and network monitoring utilities.
• Minimum 2 years experience in an IT or telecoms support role.
• Strong understanding of VoIP technologies and call flows.
• Knowledge of SIP, RTP, TCP/UDP, DNS, DHCP, VLANs, QoS, and LAN/WAN fundamentals.

Responsibilities

• Provide first- and second-line support for telecoms and UC incidents.
• Log, manage, prioritize, and resolve faults within SLAs.
• Use supplier portals to monitor faults with carriers.
• Troubleshoot VoIP, networking, and UC platforms in detail.
• Escalate complex incidents while maintaining ownership.
• Carry out remote deployments, provisioning, configuration, testing.
• Liaise with customers and suppliers to ensure timely resolution.
• Provide remote user support and basic training where needed.
• Maintain technical documentation and knowledge base.
• Identify recurring issues and contribute to problem management.

Skills

UC troubleshooting

VoIP

Networking basics

Call flows

Tools

Wireshark

Network monitoring tools

Job description

Salary: £35,000 - 35,000 per year

Requirements:

• We require experience troubleshooting UC and telecoms platforms.
• We require familiarity with diagnostic tools such as Wireshark and network monitoring utilities.
• We require a minimum of 2 years experience in an IT or telecoms support role.
• We require a strong understanding of VoIP technologies and call flows.
• We require knowledge of SIP, RTP, TCP/UDP, DNS, DHCP, VLANs, QoS, and LAN/WAN fundamentals.

Responsibilities:

• We act as a first- and second-line support engineer for telecoms and UC-related incidents and requests.
• We log, manage, prioritise, and resolve faults using our service desk ticketing system in line with SLAs.
• We use supplier portals to raise, monitor, and manage faults with carriers and third-party vendors.
• We perform detailed troubleshooting across VoIP, networking, and UC platforms.
• We escalated complex incidents appropriately while maintaining ownership and customer communication.
• We implement remote deployments, including system provisioning, configuration, and testing.
• We liaise with customers and suppliers to ensure timely resolution of issues.
• We provide remote user support and basic customer training where required.
• We maintain accurate technical documentation, case notes, and knowledge base articles.
• We identify recurring issues and contribute to problem management and continuous improvement initiatives.

Technologies:

• Support
• LAN
• Mobile
• Network

More:

We are recruiting for a Telecoms Support Desk Engineer based in Quinton, Birmingham, with a salary of £30,000 to £35,000. This role is focused on providing high-quality remote technical support for telecommunications and unified communications systems, with an emphasis on fast incident resolution, service request handling, system configuration, and customer support. We offer 21 days of holiday, increasing with service, a birthday day off, a buy holiday scheme, career development and progression opportunities, an employee assistance programme, enhanced company sick pay, discounted retail vouchers, reduced gym membership, an annual salary review, a mobile benefit, an employee referral bonus, a pension scheme, free on-site parking, and charity events. We are an equal opportunities employer and are committed to supporting applicants with disabilities and making reasonable adjustments throughout the recruitment process.

last updated 33 week of 2026