Fisrt and Second Line Support
Crewe
£28,000 – £32,000 (DOE)
Monday – Friday, 9:00 – 17:30
Are you a confident technical support specialist with a passion for hosted telecoms, VoIP, and cloud communication platforms? We’re looking for a proactive Hosted Telecom Support Specialist to join our growing team and help deliver exceptional service to thier business customers.
This is a fantastic opportunity to develop your expertise in cloud telephony and unified communications, with clear progression into senior technical roles.
What You’ll Be Doing
Technical Support
* Deliver 1st and 2nd line support for hosted VoIP and cloud PBX solutions
* Troubleshoot issues such as:
o Call quality, latency, jitter & packet loss
o SIP registration & call routing
o Handset provisioning & firmware updates
o Voicemail, IVRs, auto attendants, hunt groups & call queues
* Diagnose network issues (LAN/WAN, firewall, QoS, VLANs) affecting voice performance
* Escalate complex issues clearly with logs and diagnostics
Customer Service
* Manage support tickets and phone queries within SLA
* Communicate clearly and confidently with customers
* Take ownership of incidents through to resolution
* Provide onboarding support — number porting, handset setup & go-live assistance
System Administration
* Provision users, extensions, devices, and licences
* Maintain accurate documentation and configuration records
* Carry out routine platform checks and basic maintenance tasks
Collaboration & Improvements
* Work closely with our sales, onboarding, and engineering teams
* Contribute to internal knowledge base and guides
* Identify recurring issues and suggest improvements
What You’ll Need
Technical Skills
* Experience supporting hosted PBX/VoIP platforms (e.g. Yeastar, Gamma, RingCentral, 3CX, Mitel, Teams Phone, etc.)
* Strong understanding of SIP, cloud telephony, and networking fundamentals
* Knowledge of QoS for voice traffic
* Familiarity with IP phones (Yealink, Poly, Cisco, etc.)
* Experience with ticketing systems & remote support tools
Personal Skills
* Excellent problem-solving and analytical thinking
* Strong communication — able to explain clearly without jargon
* Calm under pressure with great multitasking ability
* Professional, customer-focused approach
What We Offer
* Competitive salary dependent on experience (£28–32k)
* Training & certification pathways
* Clear progression into senior support or engineering
* Supportive team culture & modern tools
If you’re passionate about telecoms, love solving technical problems, and want to grow your career in cloud communication technologies, we’d love to hear from you.
Apply now and join a team where your skills really matter.
Leanne 01270 589943 or email your CV to leanne@kpir.co.uk
INDCOM