Comms Helpdesk Technician

We are seeking a Comms Helpdesk Technician to provide high-quality remote support across our VoIP, connectivity, data networking and Wi-Fi services. This desk-based role is ideal for an experienced 1st Line Technician 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, taking inbound calls from customers who require technical assistance and triaging their calls with a view to resolving and closing the ticket at first contact. Where escalation is required, you will be responsible for gathering all relevant information and passing it on clearly to the appropriate team.

• Act as the first point of contact for customers, logging, categorising and prioritising incidents and service requests in line with ITIL best practice.
• Manage and resolve tickets within agreed SLAs, ensuring timely responses, clear progress updates and accurate resolution records.
• Take end-to-end ownership of tickets, focusing on First Contact Resolution (FCR), and escalating to 2nd/3rd Line teams where required with clear diagnostic information.
• Diagnose and resolve issues across VoIP platforms, SIP trunks, hosted telephony, firewalls, routers, LAN/WAN, Wi-Fi and broadband services (FTTC/FTTP/SoGEA).
• Engage and manage third-party providers including ISPs, VoIP platforms and carriers, ensuring effective fault escalation, progress tracking and accountability.
• Investigate alerts, outages and performance issues such as latency, jitter and packet loss, supporting major incident response and service restoration.
• Maintain and enhance technical documentation, known error records and Knowledge Base articles related to telecoms and networking solutions.
• Work closely with IT and Comms Specialists to improve processes, reduce escalations and strengthen service delivery.
• Maintain clear, professional communication with customers and stakeholders throughout the incident lifecycle.
• Use ticketing systems, RMM tools and third-party platforms to manage workload, prioritise tasks and maintain data accuracy.
• Provide support for telecoms and connectivity services during scheduled weekend shifts, escalating to on-call specialists where required.
• Deliver a professional, reliable support service focused on minimising disruption and maintaining strong customer satisfaction.

• ICT and/or Telecoms background with service desk experience is essential.
• Basic understanding of SIP, RTP, NAT and VoIP fundamentals.
• Basic knowledge of routing, switching, VLANs and firewall concepts.
• Engineering mindset with a keen desire for problem-solving and logical fault diagnosis.
• 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 CallSwitch.
• Experience with DrayTek, Unifi, Aruba or similar networking solutions.

• 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.