Comms IT Helpdesk Engineer

We are seeking a Comms Helpdesk Engineer to provide high-quality remote support across our VoIP, connectivity, and data networking services. This desk-based role is ideal for an experienced engineer with strong troubleshooting skills, good customer communication, and a desire to progress within the communications engineering field.

You will act as a key point of contact on our helpdesk for comms-related queries, resolving issues efficiently, escalating where appropriate, and ensuring outstanding service delivery for both our internal teams and partner environments.

• Provide 2nd and 3rd line remote support for VoIP, broadband, hosted PBX systems, and data networking issues.
• Troubleshoot call quality problems, registration failures, device provisioning issues, and SIP configuration faults.
• Support partners with router, firewall, VLAN, QoS and basic networking changes within defined scopes.
• Diagnose and resolve WAN/LAN connectivity problems using monitoring and diagnostic tools.
• Manage tickets end-to-end, ensuring timely updates, clear communication, and excellent customer experience.
• Escalate complex issues to senior engineers with detailed technical notes and findings.
• Maintain accurate documentation of systems, network diagrams, configurations, and troubleshooting steps.
• Collaborate with internal teams including IT and Field Engineering to ensure seamless service.

• Experience in VoIP or communications support roles (1-2 years ideal).
• Good understanding of SIP, RTP, NAT, and VoIP fundamentals.
• Basic knowledge of routing, switching, VLANs, and firewall concepts.
• Strong problem-solving skills and ability to diagnose issues logically.
• Excellent communication skills with a customer-first mindset.
• Ability to work effectively in a fast-paced helpdesk environment.
• Exposure to hosted VoIP platforms such as Yealink, Gamma, Horizon, or Call Switch.
• Experience with Dray Tek, Unifi, Aruba, or similar networking solutions.
• Relevant certifications such as CompTIA Network+ are desirable.

Due to the nature of the role, the company is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.

• EMI Share Equity Scheme.
• Day off for your birthday and additional personal life milestones.
• Give Back Day for supporting a charity of your choice.
• Perkbox discounts across shopping, gyms, restaurants, and more.
• Regular social events and team-building opportunities.
• Career growth pathways into senior communications or network engineering.