Senior Technical Specialist

• Providing technical support to our partners by phone, email and ticketing system, managing issues from first contact through to resolution
• Taking ownership of how well we’re meeting our service commitments, including response times, customer satisfaction and project deadlines
• Working with our Engineering team on more complex technical issues
• Spotting patterns in recurring or serious incidents and flagging them early
• Helping partners plan and set up their phone systems, including call routing design and configuration
• Advising and training partners and customers as they roll out new solutions
• Liaising directly with technology vendors to get complex issues resolved
• Stepping in as an escalation point when a service issue is seriously affecting a partner
• Writing clear how-to articles for our internal knowledge base and documenting how larger solutions have been built
• Coaching and upskilling other members of the support team

We’re looking for an experienced Senior Technical Specialist to join our UK support team, based at our Salford office. You’ll provide high level technical support to our partners, owning incidents from start to finish and helping the team run smoothly under pressure. If you’ve got a strong background in voice and unified communications technology, love solving complex problems, and want to help build a more mature, scalable support function, we’d love to hear from you., * 8+ years working in a technical support role within telecommunications

• Strong hands-on experience with voice over internet (VoIP) and unified communications technology
• A track record of improving processes and making support functions more efficient and scalable
• Solid understanding of how to manage incidents and changes in a structured way
• A recognised IT service management qualification (ITIL Foundation, or similar), or equivalent hands-on experience
• Strong problem-solving skills, and the ability to build good working relationships with both colleagues and partners
• Good project management and prioritisation skills, especially when juggling multiple issues at once
• Comfortable using ticketing systems and following structured support processes
• A genuine customer service mindset

Nice-to-haves:

• A degree or similar qualification in IT, Computer Science, Telecommunications or a related field
• Technical certifications such as Cisco CCNA/CCNP, Microsoft Azure/AWS, or CompTIA Security+/Network+
• Experience with specific unified communications platforms (e.g. Microsoft Teams, 3CX, or similar cloud phone systems)
• Awareness of UK data protection law (GDPR) and good data handling practices

Pay: £40,000.00-£45,000.00 per year

Founded in 2016, Access4 started with a vision to bring unified communications to the MSP market; an automated, singular platform to sell, provision and invoice customers. Today, this platform is known as SASBOSS® and sets the benchmark as an industry standard in middleware, helping deliver best of breed vendors and end-to-end partner enablement for service providers.

We live and breathe our slogan of Innovate, Empower and Partner, which represents our commitment to the channel community and drives the growth of the business. As a team, we embrace genuine conversations, a high performing culture and alignment across all areas of the business.

Why Join Us?

• Take real ownership of your work, with the autonomy to make things better
• Work on varied, genuinely challenging problems that keep you technically sharp
• Join a supportive team that backs each other and works closely across departments
• Based at The Tower, Deva City Office Park, Salford
• Clear opportunities to grow your technical skills and step into leadership