1st Line Telecoms Support Engineer - Office Based

We are looking for a motivated and customer-focused 1st Line Telecoms Support Engineer to join our expanding IT & Telecommunications support team.

This opportunity is ideal for someone with excellent communication skills, a strong interest in technology, and a passion for developing a long-term career within telecoms and IT support. In this role, you will serve as the first point of contact for telecoms-related incidents, technical queries, and service requests, ensuring customers receive timely assistance and a high standard of support.

The successful candidate will contribute to a fast-paced and professional working environment where reliability, responsiveness, teamwork, and exceptional customer service are key to success.

Key Responsibilities

· Provide 1st line technical support for telecoms and telephony-related issues

· Log, categorise, prioritise, and manage support tickets through the service desk system

· Troubleshoot and resolve issues relating to:

o VoIP systems

o Desk phones and softphones

o Mobile devices

o Call routing and voicemail

o Microsoft Teams telephony

o Connectivity and network-related telecoms issues

· Escalate unresolved or complex issues to 2nd/3rd line support teams where required

· Configure user accounts, extensions, handsets, and telecoms equipment

· Assist with onboarding new users, including telecoms setup and provisioning

· Maintain accurate documentation of incidents, fixes, and procedures

· Deliver high levels of customer service and regular communication to end users

· Monitor telecoms systems and report recurring issues or service trends

· Support telecoms projects, upgrades, and deployments when required

· Ensure all work is completed in line with company policies, security standards, and compliance requirements

Requirements

Essential

· Minimum of 2 years experience within a Helpdesk, Service Desk, IT Support, or Telecoms Support environment

· Basic understanding of VoIP and telecoms technologies

· Strong troubleshooting and problem-solving skills

· Excellent communication and interpersonal skills

· Ability to prioritise workload in a fast-paced environment

· Good knowledge of Microsoft Office 365 and Windows operating systems

· Strong attention to detail and administrative accuracy

· Ability to work independently and collaboratively within a team

Desirable

· Experience supporting:

o Microsoft Teams Calling

o SIP trunking

o Hosted PBX systems

o Broadband and connectivity services

· Exposure to networking fundamentals (TCP/IP, DNS, DHCP)

· ITIL Foundation certification

· Telecoms or IT-related qualifications

We are looking for a candidate who is:

• Customer-focused with a professional approach
• Enthusiastic about learning and growing their technical skills
• Able to remain calm and composed in high-pressure situations
• Dependable, well-organised, and detail-oriented
• A collaborative team player with a positive mindset
• Committed to providing outstanding customer support and service experiences

Benefits

• Competitive salary with strong growth potential
• Be part of a scaling business backed by UK leaders
• Work in a high-performance, supportive environment
• Real career progression opportunities—we grow people, not just teams
• Learn fast, move fast, and make an impact from day one