Technical Support Specialist

SER Limited; Crewe; On-site; GBP 29,000 - 35,000; Full time

Job summary

SER Limited in Crewe seeks a Technical Support Specialist to deliver 1st and 2nd line support for hosted telephony and UC services. You will troubleshoot VoIP, SIP, QoS and network issues, ensuring rapid resolution and high customer satisfaction.

The role involves ownership of incidents, clear communication with customers, and collaboration with Sales, Onboarding and Engineering teams. Salary £32,000; Mon-Fri 9:00–17:30.

Qualifications

• Experience supporting hosted PBX/VoIP platforms and UC environments.
• Strong SIP and cloud telephony understanding; IP networking basics.
• Excellent communication; able to handle multiple issues calmly.

Responsibilities

• Provide 1st and 2nd line support for hosted VoIP and cloud PBX.
• Troubleshoot call quality, SIP routing, handsets and voicemail.
• Diagnose network issues (LAN/WAN/firewall/QoS) affecting voice.
• Respond to tickets within SLAs and update customers throughout.

Skills

Hosted VoIP

SIP

IP Networking

Troubleshooting

Customer Support

Ticketing

Remote Support

Communication

Tools

Ticketing Systems

Remote Support Tools

VoIP Platforms

Job description

Technical Support Specialist

Location: Crewe HQ
Working Hours: Monday – Friday, 9:00am – 5:30pm
Reports To: Operations Director initially
Salary: £32,000

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 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.

About You

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.

Desirable Experience

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.