Comms Specialist Engineer; Desk

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.

We 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.

Please note:

we are required to carry out a DBS check for every open vacancy.

• 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 escalating 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 (e.g. broadband carriers, 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 (e.g. Yealink, Gamma, Horizon, Call Switch).
• Experience with Dray Tek, Unifi, Aruba, or similar networking solutions.
• Relevant certifications (CompTIA Network+, vendor‑specific VoIP or networking).

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.

• Invitation to join the EMI Share Equity Scheme with Flotek.
• Paid birthday 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.
• 24/7 support line and confidential helpline with free counselling sessions.

We’d love to hear from you, let’s chat and make something great.