Location:
Crewe HQ
Working Hours:
Monday – Friday, 9:00am – 5:30pm
Reports To:
Operations Director initially
Salary: £32,000
We are looking for a Technical Support Specialist to join our team in Crewe, providing 1st and 2nd line technical support across our hosted telephony and Unified Communications services.
This is a great opportunity for someone with a strong VoIP, hosted telephony or telecoms support background who enjoys troubleshooting technical issues, working directly with customers and taking ownership of incidents through to resolution.
You will play a key role in ensuring high service availability, rapid issue resolution and an excellent customer experience for business customers using cloud-based voice solutions.
Key Responsibilities- Provide 1st and 2nd line technical support for hosted VoIP and cloud PBX platforms.
- Troubleshoot issues including:
- Call quality, latency, jitter and packet loss.
- SIP registration and call routing.
- Handset provisioning and firmware updates.
- Voicemail, auto attendants, hunt groups and call queues.
- Diagnose network-related issues including LAN, WAN, firewall, QoS and VLANs that impact voice services.
- Escalate complex issues to 3rd line teams or vendors, providing clear diagnostics and relevant logs.
- Respond to customer support tickets and calls within agreed SLAs.
- Communicate clearly with customers, avoiding unnecessary technical jargon.
- Take ownership of incidents and provide regular updates through to resolution.
- Support customer onboarding, including number porting and go-live assistance.
- Provision and manage users, extensions, handsets and licences.
- Maintain accurate customer documentation and configuration records.
- Carry out routine platform checks and basic maintenance tasks.
- Work closely with Sales, Onboarding and Engineering teams.
- Contribute to knowledge base articles and internal documentation.
- Identify recurring issues and recommend service or process improvements.
We are looking for someone with a genuine telephony and technical support background, with experience supporting business customers across hosted voice or Unified Communications environments.
Essential Experience- Experience supporting hosted PBX / VoIP platforms, such as Evolve, Yeastar, Gamma, Ring Central, 3CX, Mitel, Teams Phone or similar.
- Strong understanding of SIP and cloud telephony.
- Good knowledge of IP networking fundamentals.
- Understanding of QoS for voice traffic.
- Experience working with IP handsets such as Yealink, Poly or Cisco.
- Experience using ticketing systems and remote support tools.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication.
- Ability to remain calm and professional under pressure.
- Strong organisation skills, with the ability to manage multiple issues and prioritise effectively.
It would be beneficial if you also have:
- Experience working within an MSP or telecoms service provider.
- Knowledge of Microsoft Teams Phone or wider UCaaS platforms.
- Basic firewall and router configuration experience.
- Relevant certifications such as CompTIA Network+ or vendor-specific VoIP qualifications.
- Experience with network infrastructure build/design.
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