Comms IT Helpdesk Engineer

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 experienced 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.

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

• 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.

• 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.
• Exposure to hosted VoIP platforms such as Yealink, Gamma, Horizon, or CallSwitch.
• Experience with DrayTek, Unifi, Aruba, or similar networking solutions.
• Relevant certifications such as CompTIA Network+ are desirable.

• EMI Share Equity Scheme — own a slice of the Purple Pie.
• Day off for your birthday.
• 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 is unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.