Telecoms Service Desk Engineer

About the Role

Our client is seeking a proactive and customer-focused Telecoms Service Desk Engineer to join their IT support team in Derby, Derbyshire . This role is the first point of contact for technical issues related to the company's telecommunications systems and user support. You will be responsible for diagnosing, resolving, and escalating a wide range of technical problems efficiently and effectively, ensuring minimal disruption to business operations. The ideal candidate possesses excellent communication skills, a strong technical foundation in telecoms, and a commitment to providing exceptional user support within a busy office environment.

Key Responsibilities

• Provide first and second-line support for telecommunications hardware and software issues.
• Respond to user-reported incidents via phone, email, and ticketing system in a timely manner.
• Troubleshoot and resolve issues related to VoIP phones , mobile devices, and associated network connectivity.
• Escalate complex problems to senior engineers or relevant support teams with detailed information.
• Maintain accurate records of all support requests and resolutions in the IT service management tool.
• Assist with user account management and basic network configuration tasks.
• Contribute to the knowledge base by documenting common issues and solutions.

Requirements

• Previous experience in an IT support or service desk role , preferably in a telecoms environment.
• Good understanding of telecommunications concepts, including VoIP, PBX systems, and mobile technologies.
• Proficiency in troubleshooting common hardware and software problems.
• Familiarity with network basics, such as TCP/IP, DNS, and DHCP.
• Excellent customer service and communication skills, with the ability to explain technical issues clearly.
• Ability to work effectively under pressure and manage multiple priorities.

Benefits

• Competitive salary based on experience.
• Comprehensive benefits package including health insurance.
• Ongoing training and development opportunities.
• Generous annual leave allowance.
• Pension scheme.
• Friendly and supportive team atmosphere.