Comms Specialist Engineer

We are seeking a Comms Specialist Engineer to provide high-quality remote support across our VoIP, connectivity, and data networking services. This desk-based role is ideal for an experienced Comms Helpdesk 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.

• Act as the first point of contact for telecoms-related incidents, logging, categorising and prioritising faults in line with ITIL best practice.
• Manage and resolve tickets within agreed SLAs, ensuring timely response, accurate updates and clear documentation throughout the incident lifecycle.
• Take full ownership of incidents, aiming for First Contact Resolution (FCR), and elevate to Comms Specialists or third-party carriers with clear diagnostics where required.
• Diagnose and resolve issues across VoIP systems, SIP trunks, handsets, routers, broadband circuits (FTTC/FTTP/SoGEA) and internal network connectivity.
• Liaise with external providers such as broadband carriers and hosted voice platforms to progress faults, raise tickets and drive timely resolution.
• Identify and respond to service outages, call quality issues, latency and connectivity performance concerns, minimising impact to customers.
• Document known issues, workarounds and fixes within the Knowledge Base to support faster resolution and continual service improvement.
• Provide clear, confident updates to customers and stakeholders, managing expectations during incidents and ensuring a positive service experience.
• 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.

• 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.
• Desire to grow skills and progress toward more advanced comms 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 qualifications.
• Inclusive EMI Share Equity Scheme - own a slice of the Purple Pie.
• 21 days holiday increasing to 25 with 4 years of service, plus bank holidays.
• Birthday day off.
• Additional day off for 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.

Please note:

due to the nature of this role, we are unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.

Joining Flotek means more than a job - it's a career with real perks, from wellbeing to giving back. Every team member owns part of Flotek via our EMI Share Scheme.
View our full perks below.

Extra days off for birthdays, weddings, moving & religious holidays.

1 paid day yearly to support your chosen charity & join fundraisers.

Save on gyms, shops & more with Perkbox discounts and deals.

Time off for your child's first school day & fun family events.

Confidential helpline plus 5 free counselling sessions per team member.

Curious about life at Flotek? Check out our interactive brochure to explore all the benefits and see why joining the purple army is a smart move.

We'd love to hear from you, let's chat and make something great!