Telecoms Helpdesk Engineer

Job Title: Telecoms Helpdesk Engineer

Location: Office-based role, Pencoed, Bridgend, South Wales

Salary: 28,000 - 32,000 per annum (depending on experience)

Job Type: Full-time / Permanent

Working Hours: 40 hours per week between 8am-6pm

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.

When you join Flotek Group you join our "Purple Army" and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a "Wow!"

About the Role:

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

Responsibilities:

• Provide 2nd and 3rd line remote support for VoIP, broadband, hosted PBX systems, and data networking issues.
• Troubleshoot call quality problems, registration failures, device provisioning issues, and SIP configuration faults.
• Support partners with router, firewall, VLAN, QoS and basic networking changes (within defined scopes).
• Diagnose and resolve WAN/LAN connectivity problems using monitoring and diagnostic tools.
• Manage tickets end-to-end, ensuring timely updates, clear communication, and excellent customer experience.
• Escalate complex issues to senior engineers with detailed technical notes and findings.
• Maintain accurate documentation of systems, network diagrams, configurations, and troubleshooting steps.
• Collaborate with internal teams - Including IT and Field Engineering - to ensure seamless service.

What we're looking for:

• 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, CallSwitch, etc.)
• Experience with DrayTek, Unifi, Aruba, or similar networking solutions.
• Relevant certifications (CompTIA Network+, vendor-specific VoIP or networking).

Benefits:

• Salary of 28,000 - 32,000 per annum (depending on experience).
• Inclusive EMI Share Equity Scheme - own a slice of the 'Purple Pie'.
• 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.

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.

Please click the APPLY button to submit your CV for this role.

Candidates with the experience or relevant job titles of; Telecoms Service Desk Technician, Comms Support, 2nd Line Support, 2nd Line Helpdesk Engineer, Technical Support, Helpdesk Support Technician, Fault Desk, Telecoms Service Desk and Telecommunications Support Technician will also be considered for this role.