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
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:
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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
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Benefits
Why Join Growth Resourcing?
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Competitive salary with strong growth potential
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Be part of a scaling business backed by UK leaders
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Work in a high-performance, supportive environment
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Real career progression opportunities—we grow people, not just teams
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Learn fast, move fast, and make an impact from day one
