Junior Telecoms Engineer

We're working with a Managed Service Provider in Leeds. They've just been through a run of acquisitions and they're putting real investment into the service desk. What we need is someone who wants a proper route from 1st line into a wider technical career.

Here's the type who does well in this role: you take ownership of a ticket instead of bouncing it to the next person. You'll ring a customer with an update even when nothing's changed, because leaving them in the dark isn't an option. And you're looking two or three years down the line, not two or three months.

What you'll be doing

• Answering inbound calls and working a shared triage queue. Tickets come in by phone, email and the customer portal, and you pick them up rather than waiting for them to land on your desk
• Diagnosing broadband, connectivity and IP issues — ADSL, fibre, FTTC, that kind of work
• Supporting hosted/cloud telephony users, plus first-line checks on Avaya/Mitel PBX systems: handsets, extensions, call-flow problems. You'll apply documented fixes before anything needs to go further up
• Chasing third-party suppliers when a broadband or leased line issue needs it, and arranging engineer visits
• Logging faults properly so escalations land with the right context, not a half-finished ticket
• Helping clear a backlog left over from recent acquisitions and platform changes.