Service Desk Engineer

About Us

We specialise in delivering communication solutions with a focus on Genesys Cloud and Microsoft Teams. We're a growing team that values innovation, collaboration, and the ability to adapt in a fast-paced environment.

The Role

We're on the hunt for a Service Desk Engineer to join our team. You’ll provide essential support to our clients by troubleshooting and resolving issues across a broad spectrum, including voice systems, networks, and SBCs. In addition to these core responsibilities, you'll also support omnichannel communication tools such as email, SMS, web chat, and other digital channels to ensure seamless customer engagement.

The ideal candidate will have hands-on experience with these technologies, and will bring a proactive, customer-first approach to problem-solving, ensuring smooth operations across all channels of communication. Experience with Azure would be highly beneficial to help manage cloud infrastructure and optimise service delivery.

Key Responsibilities:

• Provide technical support for MS Teams and Genesys Cloud related issues.
• Troubleshoot and resolve issues with voice infrastructure.

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• Maintain and monitor systems for performance, ensuring high availability.
• Collaborate with senior engineers to escalate complex problems and deliver solutions.
• Document and maintain accurate records of incidents, issues, and resolutions.

What We’re Looking For:

• 1-3 years of experience in a technical support or similar role.
• Strong understanding of voice systems, networks, and SBC configurations.
• Experience with Genesys Cloud, Microsoft Teams or other voice platforms is highly valued.
• Excellent troubleshooting and problem-solving skills.

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• Ability to manage multiple tasks and priorities effectively.
• Strong communication skills and a customer-focused mindset.

Why Join Us?

• Grow your skills in a role with hands-on learning and mentorship.
• Be part of a company that’s shaping the future of communication technology.
• Work with a supportive, knowledgeable team to build the best unified communications and contact centre technology practice in the country.

The best part? This role is 100% remote, so the right candidate can be based anywhere in the country. All you need is a reliable internet connection, a passion for helping clients, and the technical skills to back it up.