Senior Comms Specialist Engineer

Flotek Group is one of the UK's fastest-growing technology providers, delivering IT, Cyber Security, Communications and Connectivity solutions nationwide. Our success is built on expertise, innovation, exceptional customer service and investment in our people.

The Senior Comms Engineer is the desk-based 3rd line technical authority for telecoms and connectivity. You will own the most complex and highest-impact faults, use advanced diagnostics to prove where a fault sits, establish the underlying cause and drive permanent resolution with carriers, vendors and internal teams. You will also mentor Comms Specialist and Helpdesk Engineers and improve the technical capability of the wider service.

Hours: Monday to Friday, flexible between 08:00 and 18:00, with participation in an on-call rota.

• 3rd line ownership: Take end-to-end ownership of critical and complex telecoms, connectivity and network incidents through to confirmed resolution.
• Advanced telecoms troubleshooting: Diagnose hosted voice, Teams Phone, Direct Routing, Operator Connect and SIP faults, including registration, routing, CLI, DTMF, call queues, call drops, one-way audio and poor call quality.
• SIP and media analysis: Analyse SIP signalling, SDP negotiation, RTP streams, codecs, response codes, ports and NAT behaviour using packet captures, call traces and platform logs.
• Advanced connectivity troubleshooting: Isolate faults across FTTC, FTTP, SoGEA, Ethernet, LAN/WAN, routing, switching, VLANs, QoS, DNS, DHCP, VPNs and firewalls.
• Performance diagnosis: Correlate monitoring, timestamps, logs and traces to diagnose intermittent packet loss, latency, jitter, congestion and service degradation.
• Root-cause analysis: Lead evidence-based RCA for recurring, high-impact and major incidents; distinguish symptoms from underlying causes and define corrective actions that prevent recurrence.
• Major incidents and problem management: Provide technical direction during major incidents, support restoration and own technical problem records through to closure.
• Carrier and vendor escalation: Provide complete evidence, challenge suppliers where appropriate and drive timely resolution across voice platforms, carriers and connectivity providers.
• Knowledge and coaching: Create known-error records and technical articles; coach engineers in structured diagnosis, evidence capture and escalation quality.
• Service improvement: Use RCA findings and incident trends to improve monitoring, tooling, processes, resilience and escalation routes.

Essential

• Strong experience in 2nd/3rd line telecoms, VoIP, connectivity or communications support.
• Proven advanced troubleshooting and RCA capability across voice, circuits and partner networks.
• Working knowledge of SIP, RTP, SDP, NAT and VoIP call flows, including log and packet-capture analysis.
• Experience supporting Teams Phone, Direct Routing and/or Operator Connect.
• Strong knowledge of routing, switching, VLANs, QoS, DNS, DHCP, VPNs and firewalls.
• Experience working with carriers and vendors to resolve broadband, Ethernet and voice-platform faults.
• Clear partner communication, strong technical documentation and the ability to mentor engineers.

Desirable

• Cisco Webex, Gamma Horizon, CallSwitch, Yealink, E-lg, Alcatel, DrayTek, UniFi or Aruba experience.
• Microsoft, VoIP or networking certification, such as Network+, CCNA or equivalent.
• Experience leading major-incident technical work, problem management or service improvement.

• Complex escalations resolved within agreed SLAs with clear technical ownership.
• High-quality RCA with evidence, corrective action and fewer repeat incidents.
• Complete diagnostics, ticket notes, known-error records and supplier escalations.
• Improved team capability through coaching and reusable knowledge.
• Strong partner satisfaction and confident stakeholder communication.

• EMI Share Equity Scheme: own a slice of the 'Purple Pie'.
• 21 days holiday, increasing to 25 after four years, plus bank holidays.
• Birthday day off and a personal life milestone day.
• Give Back Day for a charity of your choice.
• Perkbox discounts, regular social events and team-building opportunities.
• Structured professional growth and development.

Our values: Put Partners First, Own the Outcome, Deliver Service Excellence, Work as One Team, Continuously Improve.

Flotek cannot offer visa sponsorship or relocation assistance. Candidates must already have the right to work in the UK and be able to work from our Pencoed office.