Telecoms Maintenance Engineer
External
Flotek · St. AsaphPrepare for this interview
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About the role
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.
Responsibilities
- Incident Management (Advanced Comms): Diagnose and resolve escalated telecoms and connectivity incidents in line with ITIL best practice.
- Service Level Management: Manage tickets within SLA, ensuring accurate updates, detailed diagnostics, and clear resolution notes.
- Ownership & Escalation Control: Take full ownership of escalated incidents and avoid unnecessary re-escalation.
- Technical Troubleshooting: Resolve complex issues across VoIP platforms, SIP, call routing, QoS, routers, firewalls, and connectivity services.
- Supplier & Carrier Coordination: Work with third-party providers and carriers to progress and resolve faults.
- Site Visits (Escalations): Attend customer sites where remote resolution is not possible.
- Installations & Changes: Support installations and system changes requiring specialist knowledge.
- Knowledge & Continual Improvement: Document fixes and contribute to knowledge base improvements.
- Service Communication: Provide clear, professional updates and manage customer expectations effectively.
- Out-of-Hours & On-Call Support: Support telecoms services during scheduled weekend or out-of-hours cover, following escalation paths for major incidents.
- Customer Experience Excellence: Deliver a reliable, professional support service, focused on minimising disruption and maintaining high customer satisfaction (CSAT/NPS).
Requirements
- 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).
Benefits
Additional Information
Job Title: Comms Maintenance Engineer Location: Field-based role, St Asaph, Denbighshire, North Wales Salary: £30,000 - £35,000 per annum, depending on experience Job Type: Full-time, Permanent Working Hours: Monday to Friday, 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8.5 hours per day during these times inc. a 30-minute lunch break. Who are we: Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart. When you join Flotek Group you join our "Purple Army" and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a "Wow!"
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