Comms Specialist Engineer (Desk Based)

The Role

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

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

Key Responsibilities

• Act as the first point of contact for telecoms-related incidents, logging, categorising, and prioritising faults in line with ITIL best practice.
• Manage and resolve tickets within agreed SLAs, ensuring timely response, accurate updates, and clear documentation throughout the incident lifecycle.
• Take full ownership of incidents, aiming for First Contact Resolution (FCR), and escalate to Comms Specialists or third-party carriers with clear diagnostics where required.
• Diagnose and resolve issues across VoIP systems, SIP trunks, handsets, routers, broadband circuits (FTTC/FTTP/SoGEA), and internal network connectivity.
• Liaise with external providers (e.g. broadband carriers, hosted voice platforms) to progress faults, raise tickets, and drive timely resolution.
• Identify and respond to service outages, call quality issues, latency, and connectivity performance concerns, minimising impact to customers.
• Document known issues, workarounds, and fixes within the Knowledge Base to support faster resolution and continual service improvement.
• Provide clear, confident updates to customers and stakeholders, managing expectations during incidents and ensuring a positive service experience.
• Use ticketing systems, VoIP management portals, and monitoring tools to manage workload efficiently and maintain accurate service records.
• 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.

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

Benefits

• 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.

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.