Technical Support Specialist

Technical Support Specialist Location: Crewe HQ Working Hours: Monday – Friday, 9:00am – 5:30pm Reports To: Operations Director initially Salary: £32,(Apply online only) The Role 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 clea...