Technical Support Specialist

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. Customer Service

• 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.

System Administration

• Provision and manage users, extensions, handsets and licences.
• Maintain accurate customer documentation and configuration records.
• Carry out routine platform checks and basic maintenance tasks.

Collaboration & Continuous Improvement

• 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, RingCentral, 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., + 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.