Telecoms Helpdesk Technician; Desk

Position: Telecoms Helpdesk Technician (Desk-Based)
Job Title:

Comms Helpdesk Technician (Desk-Based)

Location:

Office-based role, Pencoed, Bridgend, South Wales

Salary: £28,000 - £30,000 per annum

Job Type: Full-time, Permanent

Working Hours:

Monday to Friday, 08:00 to 18:00, with On-Call weekend support on rotation. 5 days per week, 8.5 hours per day during these times including a 30-minute lunch break)

Who are we:

Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.

About The Role:

We are seeking a Comms Helpdesk Technician to provide high-quality remote support across our VoIP, connectivity, and data networking and Wi-Fi services. This desk-based role is ideal for an experienced 1st Line Technician in Comms or IT technician 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, taking inbound calls from customers who require technical assistance and immediately triaging their calls with a view to helping and close that ticket. If you are unable to assist, you will be responsible taking all relevant information from the client and escalating where appropriate and ensuring outstanding service delivery for both our internal teams and partner environments.

Key Responsibilities:

Incident Management:
Act as the first point of contact for customers, logging, categorising, and prioritising incidents and service requests in line with ITIL best practice.
Service Level Management:
Manage and resolve tickets in accordance with agreed SLAs, ensuring timely responses, clear progress updates, and accurate resolution records.
Ownership & Escalation Control:
Take end-to-end ownership of tickets, focusing on First Contact Resolution (FCR), and escalating to 2nd/3rd Line teams where required with clear diagnostic information.
Technical Troubleshooting:
Diagnose and resolve issues across VoIP platforms, SIP trunks, hosted telephony, firewalls, routers, LAN/WAN, Wi-Fi and broadband services (FTTC/FTTP/SoGEA).
Supplier & Carrier Management:
Engage and manage third-party providers (e.g. ISPs, VoIP platforms, carriers), ensuring effective fault escalation, progress tracking, and accountability.
Event, Monitoring & Major Incident Support:
Investigate alerts, outages, and performance issues (e.g. latency, jitter, packet loss), supporting major incident response and service restoration.
Knowledge Management & Documentation:
Maintain and enhance technical documentation, known error records, and Knowledge Base articles related to telecoms and networking solutions.
Collaboration & Service Improvement:
Work closely with IT and Comms Specialists to improve processes, reduce escalations, and strengthen service delivery across the business.
Service Communication:
Maintain clear, concise, and professional communication with customers and stakeholders throughout the incident lifecycle, ensuring a positive service experience.
Operational Tooling:
Effectively use ticketing systems, RMM tools, and third-party platforms to manage workload, prioritise tasks, and maintain data accuracy.
Out-of-Hours Support:
Provide support for telecoms and connectivity services during scheduled weekend shifts, escalating to on-call specialists in line with defined processes.
Customer Experience Excellence:
Provide a professional, reliable support service focused on minimising disruption and maintaining strong customer satisfaction (CSAT/NPS).

What we're looking for:

Have an ICT and/or Telecoms background with service desk experience is essential
Basic understanding of SIP, RTP, NAT, and VoIP fundamentals.
Basic knowledge of routing, switching, VLANs, and firewall concepts.
Engineering Mindset and a keen desire towards problem-solving and ability to diagnose issues logically.
Excellent communication skills with a customer-first mindset.
Ability to work effectively in a…