Comms Maintenance Engineer

We are seeking a Comms Maintenance Engineer (2nd Line) to provide advanced support across our VoIP, connectivity, and data networking services. This role is responsible for handling escalated incidents from the Comms Helpdesk and ensuring timely and effective resolution of more complex technical issues.

This is a field-based role, completing required site visits where issues cannot be resolved remotely.

• Diagnose and resolve escalated telecoms and connectivity incidents in line with ITIL best practice.
• Manage tickets within SLA, ensuring accurate updates, detailed diagnostics and clear resolution notes.
• Take full ownership of escalated incidents and avoid unnecessary re-escalation.
• Resolve complex issues across VoIP platforms, SIP, call routing, QoS, routers, firewalls and connectivity services.
• Work with third-party providers and carriers to progress and resolve faults.
• Attend customer sites where remote resolution is not possible.
• Support installations and system changes requiring specialist knowledge.
• Document fixes and contribute to knowledge base improvements.
• Provide clear, professional updates and manage customer expectations effectively.
• 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 a telecoms or MSP environment in a 2nd line or specialist role.
• Strong understanding of SIP, RTP, NAT and VoIP systems.
• Experience with routing, switching, VLANs and QoS.
• Ability to diagnose complex issues across network and voice layers.
• Excellent problem-solving and communication skills.
• Ability to prioritise workload and manage escalated tickets effectively.
• Full UK driving licence (clean).

• 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.