Telecommunications Support Engineer

Kick ICT Group
Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers.

We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it's how we work with people that is most important to us.

Kick ICT are proud to be one of the few Microsoft Partners in the UK to hold all six of Microsoft's industry recognised Solutions Partner designations. While these designations are technical in nature, they also speak to something bigger: our ongoing investment in the knowledge, tools, and people needed to deliver outstanding service and support.

Why join Kick?

At Kick, our culture is built on a foundation of collaboration, innovation, and respect. We foster an environment where every team member feels valued and empowered to contribute their unique perspectives and skills. Our commitment to continuous learning and development ensures that our team stays at the forefront of technological advancements.

We believe in maintaining a healthy work-life balance, encouraging creativity, and celebrating our successes together. Our open and inclusive atmosphere promotes teamwork and drives us to achieve our collective goals.

Because a stronger team is an inclusive one. We believe diverse perspectives make for better ideas, stronger collaboration, and more innovative outcomes. We’re building a culture where everyone feels heard, valued, and empowered to thrive — no matter their background, identity, or experience.

The Role
BASE LOCATION: Bellshill (Hybrid)
SALARY: Up to £29K Depending on skills and experience
WORKING PATTERN: Permanent | Full-time (35 hours per week)

Role Purpose

As a Telecomms Support Engineer, you’ll be the first line of support for our customers, helping to keep their businesses connected and their teams communicating seamlessly. Working across a range of modern voice and network platforms, you’ll diagnose and resolve technical issues while delivering exceptional customer service. Whether it's troubleshooting VoIP systems, resolving network challenges, or guiding users through technical queries, you’ll play a key role in maintaining the quality and reliability our customers rely on.

This is a hands-on, fast-paced role for someone who thrives on problem-solving, values collaboration, and is passionate about making technology work better for people.

Key Responsibilities

• Act as a first point of contact for customers with communication and connectivity issues, delivering support across VOIP, telephony and network platforms
• Aim to manage and resolve approximately 14 support cases per day, depending on case volume and complexity
• Ensure case notes are consistently updated in accordance with team standards
• Manage case queues, KPI's and SLA metrics, proactively take ownership of cases to meet agreed targets
• Work closely with colleagues across technical teams to escalate or support wider troubleshooting, sharing knowledge and help to resolve more complex issues
• Maintain technical documentation for each customer, ensuring that information is accurate

What do I need?

• Communicate in a friendly, respectful and professional manner at all times, go the extra mile to ensure customers feel informed, supported and valued
• A team player with a strong work ethic willing to contribute to the team and suggest improvements

Technical knowledge required

• Gamma Horizon
• 3CX
• NEC
• Teams calling
• Internet Connectivity
• 3 years experience working with VOIP and Connectivity solutions and technology

Benefits

• 30 days holiday, rising by 1 day/year after 2 years service (prorated for part-time employees)
• An additional days annual leave for your birthday, which can be taken within your birthday month
• Private healthcare which provides access to a 24-hour digital GP service and discounted gym memberships
• 4% employer pension contribution
• Life insurance up to 2x your salary in the event that the worst should happen
• Enhanced maternity, paternity and adoption leave
• Access to discount of up to 47% on childcare costs throughout our partnership with Yellownest
• Cycle to work scheme
• Access to our BHN Benefits portal which provides the following; Home & Tech scheme to purchase items from Currys and/or Ikea, retail discounts from over 100 high street stores, bYond cashback card
• Social events throughout the year
• Eligibility to receive £500 reward as part of our Excellence Award scheme
• Discounted access to LivingWell Health Club (Bellshill)
• Opportunity to take part in company sponsored volunteering days throughout the year