SCG Midlands
Support Desk Engineer
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Location: Quinton, Birmingham
Salary £30,000 – £35,000
Role Overview
The Support Desk Engineer is responsible for providing high-quality remote technical support for telecommunications and unified communications (UC) systems. The role focuses on incident fault resolution, service request handling, system configuration, and customer support, ensuring services are restored promptly and in line with SLAs.
Responsibilities
- Act as a first and second-line support engineer for telecoms and UC-related incidents and requests.
- Log, manage, prioritise, and resolve faults using the service desk ticketing system in line with SLAs.
- Use supplier portals to raise, monitor, and manage faults with carriers and third-party vendors.
- Perform detailed troubleshooting across VoIP, networking, and UC platforms.
- Escalate complex incidents appropriately while maintaining ownership and customer communication.
- Implementing remote deployments, including system provisioning, configuration, and testing.
- Liaise with customers and suppliers to ensure timely resolution of issues.
- Provide remote user support and basic customer training where required.
- Maintain accurate technical documentation, case notes, and knowledge base articles.
- Identify recurring issues and contribute to problem management and continuous improvement initiatives.
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Experience Required
- Troubleshooting UC and telecoms platforms.
- Familiarity with diagnostic tools such as Wireshark and network monitoring utilities.
- Minimum of 2 years’ experience in an IT or Telecoms support role.
Technical Skills Required
- Strong understanding of:
- VoIP technologies and call flows
- SIP, RTP, TCP/UDP
- DNS, DHCP, VLANs, QoS
- LAN and WAN fundamentals
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Benefits
- 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
- Birthday Day Off
- Buy Holiday Scheme
- Career Development and Progression Opportunities
- Employee Assistance Programme
- Enhanced Company Sick Pay
- Discounted Retail Vouchers
- Reduced Gym Membership
- Annual Salary Review
- SCG Mobile Benefit
- Employee Referral Bonus
- Pension Scheme
- Free On-Site Parking
- Charity Events
Equality and Inclusion
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
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