> Markdown version of [/jobs/ext/3614218-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/3614218-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** SER Limited - **Location:** Crewe, UK - **Salary:** £29,000.0 - £32,000.0 - **Contract:** Permanent contract - **Skills:** VoIP, CompTIA Network+, Network Congestion, Firmware, Issue Tracking Systems, Internet Protocol, Network Architecture, Remote Service Software, Virtual Local Area Networks, Wide Area Networks, Firewalls (Computer Science), Low Latency - **Published:** October 8, 2026 - **Apply:** https://www.serlimited.com/job-search/9070-technical-support-specialist/telecommunications/cheshire/apply ## About the Role 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. ## Description 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.