Comms Specialist Engineer

Be the expert our partners rely on when comms go down. If you love getting to the bottom of a tricky VoIP or connectivity fault and want a clear path into senior comms engineering, we should talk.

You will be a key point of contact on our comms helpdesk, providing high-quality remote support across VoIP, connectivity and data networking. You will resolve issues efficiently, escalate with clear diagnostics where needed, and make sure both our internal teams and partner environments get outstanding service.

This is a full-time, office-based role and you can be based at either our Pencoed office in Bridgend, South Wales, or our St Asaph office in North Wales — whichever suits you best. You must be able to commute reliably to one of these offices. We cannot offer sponsorship or relocation assistance, so you must already have the right to work in the UK.

• Incident management: Be the first point of contact for telecoms incidents, logging, categorising and prioritising faults in line with ITIL best practice.
• Service level management: Resolve tickets within agreed SLAs with timely responses, accurate updates and clear documentation.
• Ownership and escalation: Own incidents end to end, aim for First Contact Resolution, and escalate to Comms Specialists or carriers with clear diagnostics.
• Technical troubleshooting: Diagnose VoIP systems, SIP trunks, handsets, routers, broadband circuits (FTTC, FTTP, SoGEA) and internal network connectivity.
• Supplier coordination: Liaise with broadband carriers and hosted voice providers to progress faults and drive timely resolution.
• Service monitoring: Spot and respond to outages, call quality issues, latency and performance concerns before they escalate.
• Continual improvement: Document known issues, workarounds and fixes in the Knowledge Base to speed up future resolution.
• Service communication: Give clear, confident updates to customers and stakeholders, managing expectations during incidents.
• On-call support: Support telecoms services during scheduled weekend and out-of-hours cover, following major incident escalation paths.

• Exposure to hosted VoIP platforms such as Gamma, Horizon, CallSwitch or Yealink handsets.
• Awareness of Microsoft Teams Phone, Operator Connect and Teams Calling Plans.
• Experience with DrayTek, UniFi, Aruba or SonicWall networking solutions.
• Experience using a ticketing system such as HaloPSA.
• Relevant certifications such as CompTIA Network+ or vendor-specific VoIP and networking qualifications.

• 1 to 2 years’ experience in a VoIP or communications support role.
• A good understanding of SIP, RTP, NAT and VoIP fundamentals.
• Basic knowledge of routing, switching, VLANs and firewall concepts.
• Strong problem-solving skills and the ability to diagnose issues logically.
• Excellent communication skills and a genuine customer-first approach.
• The ability to work effectively in a fast-paced helpdesk environment.
• A desire to grow your skills and progress into more advanced comms engineering roles.

• Inclusive EMI Share Equity Scheme — own a slice of the “Purple Pie”.
• Birthday day off.
• An additional day off for personal life milestones.
• A Give Back Day to support 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 have the right to work in the UK.