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
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
We are looking for a candidate who is:
Benefits
Helping ambitious UK businesses grow with hungry, ambitious people from South Africa.
If you’ve aspirations to achieve and are struggling to find the right people to scale at pace, we have the solution.
Changing lives for our customers and our people.
We provide harder working, more focused people who will align with your vision, and drive your business to achieve your goals.
Sales can be the weakest muscle in your business, unable to deliver and inconsistent. We turbo charge your revenue function, improving your structure as we deliver results for you.
By using our robust, extensive recruitment and onboarding processes we bring talented, dedicated, fully trained people to your business for a fraction of the cost of a full-time hire (we hire less than 1 in every 200 applicants).
Our mission is to help ambitious businesses achieve the growth they want. We know that for a business to really accelerate, it needs people who have the same care, passion, integrity and attention to grow your business that you do.
