Are you looking for an exciting new opportunity?
Join a leading provider of cloud and managed services with a strong track record of delivering communications, collaboration, and contact centre solutions to some of the most secure, critical, and commercially driven organisations in the UK. Established in 2005, this award-winning company has achieved consistent year-on-year growth for over 15 years and has been recognised among the top-performing privately owned tech firms in the UK and Europe.
Ranked 38th among the best technology firms to work for nationwide and listed in the top 100 companies to work for in the North West, the company maintains an impressive 99.97% customer retention rate. With 21+ industry awards, five locations, and 80,000 cloud users, it is internationally recognised as a market leader in delivering Avaya in the cloud.
If you would like to learn more about this opportunity, feel free to reach out and apply today!
Responsibilities:
* Act as the first point of contact for all technical support issues – triaging, troubleshooting, and escalating where needed.
* Monitor alarm and alert systems (like PRTG and SolarWinds) and respond to service triggers.
* Carry out user admin tasks (e.g. adding/removing users), work with Avaya and Netsapiens platforms.
* Learn the systems inside out within your first three months, developing a deep understanding of the tools and when to escalate.
* Work on a 12-week rotating shift pattern that includes evenings, overnights, and weekends.
Skills / Must have:
* Excellent customer service – calm under pressure, solution-focused, and professional.
* Experience with service desk or helpdesk systems such as ServiceNow, Remedy, or Salesforce.
* Willing and able to work nights and weekends on a rotating basis.
* Must be eligible for SC (NPPV3) clearance – you'll be supporting critical, secure environments.
* Hungry to learn and grow – you want to move up and you’re not afraid to put in the work.
Location:
* Manchester-based for the first 3 months (ideally 5 days/week in office, minimum 3).
* After that, fully remote during shifts – but you must be within commuting distance for training.
Benefits:
* Clear career path into 2nd and 3rd line support – we promote from within.
* Hands-on training, 1:1 mentoring, and access to a growing knowledge base.
* Remote shift work after initial training period.
* Access to a wide technical stack – VOIP, Salesforce, virtualisation, and more.
* Tight-knit, ambitious team that values growth and results over hierarchy.
Salary:
* Up to £30,000 base + £3,100 shift allowance
* (Overtime opportunities available)
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