Location: Office-based role, Pencoed, Bridgend, South Wales
Salary: £28,000 - £32,000 per annum, depending on experience
Job Type: Full-time, Permanent
Working Hours: Monday to Friday
About Flotek Group:
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 hearty, Flexible hours between 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8 hours per day during these times plus a 30-minute lunch break.
About 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 experience 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.
Key Responsibilities:
Incident Management: Act as the first point of contact for telecoms-related incidents, logging, categorising, and prioritising faults in line with ITIL best practice.
Service Level Management: Manage and resolve tickets within agreed SLAs, ensuring timely response, accurate updates, and clear documentation throughout the incident lifecycle.
Ownership & Escalation Control: 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.
Technical Troubleshooting: Diagnose and resolve issues across VoIP systems, SIP trunks, handsets, routers, broadband circuits (FTTC/FTTP/SoGEA), and internal network connectivity.
Supplier & Carrier Coordination: Liaise with external providers (e.g. broadband carriers, hosted voice platforms) to progress faults, raise tickets, and drive timely resolution.
Event & Service Monitoring: Identify and respond to service outages, call quality issues, latency, and connectivity performance concerns, minimising impact to customers.
Knowledge & Continual Improvement: Document known issues, workarounds, and fixes within the Knowledge Base to support faster resolution and continual service improvement (CSI).
Service Communication: Provide clear, confident updates to customers and stakeholders, managing expectations during incidents and ensuring a positive service experience.
Operational Tooling: Use ticketing systems, VoIP management portals, and monitoring tools to manage workload efficiently and maintain accurate service records.
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).What we're looking for:
Experience in Teams voice
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, etc.)
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'.
21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
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.Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of: Comms Engineer, IT Comms Specialist, Communications Engineer, IT Engineer, VOIP Engineer, VOIP Specialist may also be considered for this role
Salary description
£28000.00 - £32000.00 per year