Telecoms Helpdesk Engineer

Pencoed
3 weeks ago
Create job alert

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

Related Jobs

View all jobs

Senior IT Helpdesk Technician

Customer Support Advisor

IT Project Engineer

Digital Senior Category Manager

FPGA Engineer (Contract)

Busines Development Exceutive

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

By subscribing, you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

How Many Cyber Security Tools Do You Need to Know to Get a Cyber Security Job?

If you are trying to build or move forward in a cyber security career, it can feel like the list of tools you are expected to know never ends. One job advert asks for SIEM platforms, another mentions penetration testing tools, another lists cloud security, threat intelligence platforms, endpoint detection, scripting languages and compliance frameworks. Scroll LinkedIn and it gets worse. Everyone seems to “know” dozens of tools, certifications and platforms. Here is the reality most cyber security hiring managers agree on: they are not hiring you because you know every tool. They are hiring you because you understand risk, can think like an attacker and a defender, follow process, communicate clearly and make good decisions under pressure. Tools matter — but only when they support those outcomes. So how many cyber security tools do you actually need to know to get a job? For most job seekers, the answer is far fewer than you think. This article explains what employers really expect, which tools are essential, which are role-specific and how to focus your learning so you look credible, not overwhelmed.

What Hiring Managers Look for First in Cyber Security Job Applications (UK Guide)

If you want to stand out in the highly competitive world of cyber security job applications, you need to understand what hiring managers look for before they even finish reading a CV. Cyber security hiring managers scan applications quickly and with specific priorities in mind. They assess not just your technical ability, but your judgement, professionalism, clarity, risk awareness and evidence of impact. This guide explains what hiring managers look for first in cyber security applications across roles like Security Analyst, Security Engineer, Penetration Tester, Incident Responder, Security Architect, Governance Risk and Compliance specialists and Cloud Security positions. Use this as a practical, step-by-step checklist to sharpen your CV, LinkedIn profile, cover letter and portfolio before you apply on www.cybersecurityjobs.tech .

The Skills Gap in Cyber Security Jobs: What Universities Aren’t Teaching

Cyber security has become one of the most critical disciplines in the modern economy. From protecting financial systems and healthcare data to securing national infrastructure, cloud platforms and supply chains, cyber security professionals now sit at the frontline of digital trust. Demand for cyber security talent in the UK has surged. Job vacancies remain high, salaries continue to rise, and organisations across every sector report difficulty hiring skilled professionals. Yet despite this demand, many graduates struggle to break into cyber security roles and employers consistently report that candidates are not job-ready. The problem is not intelligence, ambition or academic effort. It is a persistent and widening skills gap between university education and real-world cyber security work. This article explores that gap in depth: what universities teach well, what they routinely miss, why the gap exists, what employers actually want, and how jobseekers can bridge the divide to build sustainable careers in cyber security.