1st Line Telecoms Support Engineer - Office Based

About the role

We are looking for a motivated and customer-focused 1st Line Telecoms Support Engineer to join our expanding IT & Telecommunications support team. This opportunity is ideal for someone with excellent communication skills, a strong interest in technology, and a passion for developing a long-term career within telecoms and IT support. In this role, you will serve as the first point of contact for telecoms-related incidents, technical queries, and service requests, ensuring customers receive timely assistance and a high standard of support. The successful candidate will contribute to a fast-paced and professional working environment where reliability, responsiveness, teamwork, and exceptional customer service are key to success. Key Responsibilities - Provide 1st line technical support for telecoms and telephony-related issues - Log, categorise, prioritise, and manage support tickets through the service desk system - Troubleshoot and resolve issues relating to: o VoIP systems o Desk phones and softphones o Mobile devices o Call routing and voicemail o Microsoft Teams telephony o Connectivity and network-related telecoms issues - Escalate unresolved or complex issues to 2nd/3rd line support teams where required - Configure user accounts, extensions, handsets, and telecoms equipment - Assist with onboarding new users, including telecoms setup and provisioning - Maintain accurate documentation of incidents, fixes, and procedures - Deliver high levels of customer service and regular communication to end users - Monitor telecoms systems and report recurring issues or service trends - Support telecoms projects, upgrades, and deployments when required - Ensure all work is completed in line with company policies, security standards, and compliance requirements Essential - Minimum of 2 years experience within a Helpdesk , Service Desk, IT Support , or Telecoms Support environment - Basic understanding of VoIP and telecoms technologies - Strong troubleshooting and problem-solving skills - Excellent communication and interpersonal skills - Ability to prioritise workload in a fast-paced environment - Good knowledge of Microsoft Office 365 and Windows operating systems - Strong attention to detail and administrative accuracy - Ability to work independently and collaboratively within a team Desirable - Experience supporting: o Microsoft Teams Calling o SIP trunking o Hosted PBX systems o Broadband and connectivity services - Exposure to networking fundamentals ( TCP/IP, DNS, DHCP ) - ITIL Foundation certification - Telecoms or IT-related qualifications Personal Attributes We are looking for a candidate who is: Customer-focused with a professional approach Enthusiastic about learning and growing their technical skills Able to remain calm and composed in high-pressure situations Dependable, well-organised, and detail-oriented A collaborative team player with a positive mindset Committed to providing outstanding customer support and service experiences Why Join Growth Resourcing? Competitive salary with strong growth potential Be part of a scaling business backed by UK leaders Work in a high-performance, supportive environment Real career progression opportunities-we grow people, not just teams Learn fast, move fast, and make an impact from day one

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