Comms Specialist Engineer

Salary: £28,000 - 32,000 per year

• Experience in Teams voice.
• Experience in VoIP or communications support roles, ideally 1-2 years.
• 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.
• Desire to grow skills and progress toward more advanced communications engineering roles.
• 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+ or vendor‑specific VoIP or networking certifications.
• Must already reside in the UK; we cannot offer sponsorship or relocation assistance.

• Provide high‑quality remote support across our VoIP, connectivity, and data networking services.
• Act as a key point of contact on our helpdesk for communications‑related queries.
• Resolve issues efficiently, escalating where appropriate, and ensure outstanding service delivery.
• Log, categorise, and prioritise telecoms‑related incidents in line with ITIL best practice.
• Manage and resolve tickets within agreed SLAs, with timely responses, accurate updates, and clear documentation.
• Take full ownership of incidents, aiming for First Contact Resolution and escalating with clear diagnostics where required.
• Diagnose and resolve issues across VoIP systems, SIP trunks, handsets, routers, broadband circuits, and internal network connectivity.
• Liaise with external providers to progress faults, raise tickets, and drive timely resolution.
• Identify and respond to service outages, call quality issues, latency, and connectivity performance concerns.
• Document known issues, workarounds, and fixes within our Knowledge Base.
• Provide clear, confident updates to customers and stakeholders and manage expectations during incidents.
• Use ticketing systems, VoIP management portals, and monitoring tools to manage workload efficiently and maintain accurate service records.
• Support telecoms services during scheduled weekend or out‑of‑hours cover, following escalation paths for major incidents.
• Deliver a reliable, professional support service focused on minimising disruption and maintaining high customer satisfaction.

• Aruba
• Firewall
• Support
• ITIL
• NAT
• Network

We are Flotek Group, one of the fastest‑growing tech companies in the UK, providing IT, cybersecurity, and communications technology to small and medium businesses. We are an office‑based team in Pencoed, Bridgend, South Wales, and this is a full‑time, permanent role working Monday to Friday with flexible hours between 08:00 and 18:00, plus on‑call weekend support on rotation. We offer a salary of £28,000 to £32,000 per annum depending on experience, an inclusive EMI Share Equity Scheme, 21 days of holiday increasing to 25 with four years of service plus bank holidays, a birthday day off, additional personal milestone leave, a Give Back Day for charity support, Perkbox discounts, regular social events, and clear career growth pathways into senior communications or network engineering roles.

We are unable to offer sponsorship or relocation assistance.

last updated 29 week of 2026