Support Engineer

What You'll Find Here

A friendly, supportive team

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

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 (Audio Codes, 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.

• 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.

• Microsoft Teams Phone
• Zoom Phone
• SIP Trunking
• SBCs (Audio Codes & 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 , networking and service management tools.

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.

• 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 Audio Codes 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 with in a UCaaS, SaaS, MSP, distributor or service provider environment would be beneficial, as would Microsoft, Zoom or networking certifications, but these are not essential.

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.

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.

• 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

We’re open to applications from talented…