Join our Team as a Managed Service Desk Engineer - T2!

Location: Remote

Salary: £28,000 Per Annum

Hours: Monday to Friday - Shift based between 07:30 - 18:00 + OOH Rota (1 in every 5 weeks)

About the role: The Managed Service Desk Engineer - T2 is a key point of contact for our converged customers with cloud-based IP telephony solutions. The Cloud Support Engineer is responsible for undertaking technical change requests, troubleshooting and resolving medium to high complexity technical issues. The Cloud Support Engineer liaises with principal engineers and partners who provide more in-depth technical support, where required.

What makes you a great fit:

• Experience working in a relevant technical role (desirable)

• Working knowledge of cloud‑based telephony solutions

• Knowledge of IP protocols and networking, including LAN, WAN, switches, routers, and SIP

• Excellent communication skills with strong organisational abilities

• Strong IT skills

• Excellent problem‑solving and analytical skills

• Outstanding attention to detail and accuracy

• Logical and structured approach to work

• Positive “can‑do” attitude

• Customer‑focused and passionate about service

• Strong decision‑making skills

• Able to work with minimal supervision while maintaining high motivation and productivity

• Able to manage workload and prioritise based on business requirements under pressure

• Able to communicate technical issues and resolutions to people with varying technical knowledge

Key responsibilities: 

• Monitor incidents to ensure appropriate actions are taken to meet SLAs

• Update customers via telephone, email, or portal on support call progress or to request additional information

• Contact third‑party suppliers to log support calls, obtain updates, or request technical assistance

• Use technical skills to assess and troubleshoot incidents, identify root causes, and work toward resolution

• Perform updates and changes requested by customers on cloud voice platforms

• Assist with generating internal and external customer reports

• Support ad hoc tasks related to implementation projects, support projects, or administrative duties

• Join major incident calls with customers and SDMs, providing technical updates when required

• Regularly update open tickets in the incident management platform with clear, current information

• Update customer‑specific documentation as needed

Perks for our People:

• Holidays: 25 days + bank holidays and buy/sell options

• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day

• EV Scheme: Lease a brand-new electric car

• Lifestyle: 9% combined pension contribution and 4x salary life assurance

• Rewards: Quarterly and annual employee awards, discounts on tech

• Socials: All-expenses-paid company events

• Development: In-House Training Academy

• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
  

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.