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# Service Desk Advisor

- **Company:** ONECOM LTD
- **Location:** Whiteley, UK
- **Salary:** £29,000.0
- **Contract:** Permanent contract
- **Skills:** Cloud Computing, Computer Networks, Ethernet, Internet Protocol, Routing, Public Switched Telephone Networks, Salesforce.Com, Wide Area Networks, Wireless Access Point, Network Routers
- **Published:** August 18, 2026
- **Apply:** https://www.careerjet.co.uk/job/gb2d95028520a716a50f52037660d25f0f/eaa

## About the Role

* Strong troubleshooting and problem-solving skills.

 * Excellent communication skills with the ability to explain technical concepts clearly.

 * Experience working within a technical support, telecoms, IT support, or service desk environment.

 * Working knowledge of cloud-based telephony solutions.

 * Understanding of networking concepts, including:

 - LAN and WAN technologies
 - Routing and switching
 - SIP and IP networking
 * Strong IT skills and attention to detail.

 * Ability to manage multiple priorities and work effectively under pressure.

A proactive, customer-focused mindset with a positive "can-do" attitude.
Our dream candidate will also have

 * Experience supporting:

 - Microsoft Teams Telephony
 - Mitel
 - Five9
 - VOX and Vox One
 * Knowledge of:

 - PSTN, xDSL, FTTx and Ethernet services
 - Routers, Access Points and ATAs
 * Experience using Salesforce within a technical support environment.

## Description

As Service Desk Engineer, you'll be the first point of technical contact for our cloud voice and connectivity customers, helping to diagnose issues, implement changes, and ensure our customers receive an outstanding support experience.
What you'll be doing

 * Troubleshooting and resolving cloud telephony and connectivity issues.

 * Managing incidents and support tickets to ensure SLA commitments are met.

 * Providing regular updates to customers via phone, email, and support portals.

 * Raising and managing cases with third-party suppliers and partners.

 * Completing customer-requested changes on cloud voice platforms.

 * Supporting major incidents and providing technical updates where required.

 * Maintaining accurate ticket notes, customer records, and documentation.

 * Assisting with reporting, implementation activities, and project support tasks.

 * Collaborating closely with colleagues across Operations, Customer Experience, Product, and Sales teams.


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