Unified Communications and Connectivity Service Desk Engineer

Read on to discover more about Croft and this role's key responsibilities and benefits.

  • Job Type: Full-time
  • Work from home 2 days per week (subject to business requirements)
  • Schedule: Shift work, Monday - Friday
  • Location: Croft's Offices in either Hertford, Fleet or Birmingham
  • Experience: Two years in a Telecoms Service Desk role

Apply now

About Croft

Croft is a company delivering next-generation Unified Communication & Managed Services to a range of clients in the SME, corporate and public sectors. Key areas of our business include business mobiles, business phone systems, business broadband, managed IT services, managed cyber security services, hosted telephony, contact centres and IT hardware repair. Our clients include Laurent Perrier, Matalan, Smith & Nephew, Hilton Hotels and Ted Baker.

We have seen significant growth in the last 2 years and have acquired 17 businesses, with an ongoing strategy to acquire more businesses that are accretive to the group, be it through scale, geography, or adjacent product.

This is a great business to join at an exciting part of its lifecycle. Operating like an entrepreneurial start-up with the security of being a small established business, the environment is fast-paced but fun!

We are looking for vibrant and energetic individuals to join our growing UCC Service Desk Team. You’ll be a motivated self-starter with exceptional interpersonal skills and someone who enjoys working as part of a team striving to achieve individual, team and business goals.

The 2/3rd Line Voice/Networks Engineer will be responsible for ensuring the provision of high-quality support services to our customers. You will be the first point of contact for customer queries and faults, as well as managing inbound and outbound calls and emails.

This role is open to vibrant, elegant and enthusiastic self-starters who have an understanding or exposure to a Telecommunications Service Desk role supporting hosted telephony (voice, multiple products, 3cx, BICOM, Gamma, 8×8, Mitel etc) & connectivity (leased line, broadband, fibre etc) Any networking experience with Meraki or Zyxel would be ideal.


Key Responsibilities

As a Service Desk Desk Engineer you will:

• Serve as the initial technical escalation point of contact for the STARF teams providing courteous and efficient technical support for all UCC, networking and connectivity services.
• Ensure faults are responded within SLA and elegantly managed.
• Collaborate with colleagues to enhance processes and improve service delivery.
• Ensure high levels of customer satisfaction are maintained by providing regular communication and support to customers via telephone and tickets.
• Document support interactions and resolutions with meticulous attention to detail.
• Liaise with 3rd party suppliers for fault resolution when appropriate.

You'll be great in this role if you:

• Have the ability to use your initiative and be a self-starter.
• Have the ability to work well under pressure and manage multiple tickets within a busy service desk environment.
• Have excellent telephony manner.
• Have great customer service skills and a proven record of customer relationship building.
• Have the ability to provide advice to non-technically aware customers both internally and externally.
• Have a technical understanding of fixed line and data connectivity solutions, as well as hosted systems and SIP trunks.
• Pay excellent attention to detail and have the ability to support customers in line with SLA's.
• Are proficient in Microsoft Office, particularly Excel.
• Have a good knowledge of MPLS / VPLS / PWAN.

Required skills, knowledge, and experience

• Knowledge of routers, switches and customer LAN environments.
• Experience working on the 3CX, Gamma Horizon, HVS, 8x8 and Wildix platforms.
• Experience working with SIP trunking.
• Experience working with Microsoft Teams.

If you are a consummate professional with a passion for telecommunications technology and a dedication to delivering impeccable service, we invite you to apply for the role of 2/3rd Line Voice/Networks Engineer at Croft MSP. Join us in setting the standard for elegance in engineering and excellence in service delivery.

Shifts, Work From Home and Benefits


Monday to Friday

8am – 4pm, 9am – 5pm, 10am – 6pm (depending on your requirements and in line with what is outlined by your Team Lead).


We are currently operating in a hybrid manner, working 3 days from the office and 2 days from home.
Job Type: Full-time


• Casual dress
• Company pension
• Cycle to work scheme
• On-site parking
• Work from home

Apply now to join an exciting and growing MSP company.

If you are proactive, organised and not afraid to get stuck in, we would love to hear from you.

Apply now