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.

What's in it for you

• Structured training on hosted telephony, the CRM and ticketing platform, and moves/adds/changes
• Hands-on time on demo systems for router configuration and telephony scenarios, Avaya/Mitel included
• A clear path: start on broadband tickets, move into telephony admin, then take on more complex connectivity and PBX work
• Occasional out-of-hours work once you're settled in chasing suppliers, setting up diversions. Actual call-outs are rare, and turning up on-site is very unlikely
• A visible track to move beyond 1st line, not a vague promise

What we're looking for

• Some time in a service desk, helpdesk or 1st line role ideally with broadband, connectivity or basic networking exposure
• Confident on the phone, including when the update is "still working on it"
• Methodical. You'll follow the ticketing process properly rather than work around it
• Steady under a queue of open tickets rather than needing everything sorted for you
• Genuinely in it for the next 2–3 years, not a stopgap while you look elsewhere
• Jira Service Management, Geocom, or IT Glue experience helps, but none of it's required