About The Company
Opportunity for an experienced VOIP Telecommunication Support Engineer
Established in 2011, Fourteen IP Communications is a leading global provider of specialist voice and data solutions to the Hospitality Industry. We are a people-centric company proudly accredited by Investors in People. We believe that people are at the heart of everything we do, and we treat our colleagues, customers, and partners like family.
At Fourteen IP, we are passionate about innovation and communication. We continuously strive to develop new ideas and solutions that benefit our customers and our team. Our vision is to create the most innovative solutions for the hospitality industry, enabled by people and powered by AI and data intelligence.
If you are looking to advance your career in a challenging and developmental environment, this role offers that opportunity. The successful candidate will become an integral part of our business, helping to deliver exceptional customer service and innovative solutions.
Job Purpose
The purpose of a Support Engineer at Fourteen IP Communications Ltd is to provide remote support to customers and field-based colleagues regarding our products and services. The engineer ensures operational continuity through fault analysis and proactive monitoring, adhering to organizational and contractual service level agreements.
Main Duties & Responsibilities
1. Work with equipment, hardware, and services supplied and supported by the company, primarily located on customer premises.
2. Handle service disruptions and establish solutions to challenges as they arise.
3. Understand VOIP, including SIP call flows, and identify faults using pcaps and network traces.
4. Work with network and Wi-Fi equipment, including VLAN setup and switch security configurations.
5. Respond to support calls and emails, log tickets, and update customers via verbal and email communication.
6. Perform live fault finding with customers.
7. Manage support queue and address new cases.
8. Close tickets within customer SLA, escalating to senior technicians if needed.
9. Configure and pre-build voice and data solutions prior to installation, ensuring documentation is accurate and stored centrally.
10. Participate in the On-Call rota to provide out-of-hours support, both onsite and remote.
11. Maintain effective interpersonal relationships with colleagues and contacts.
12. Provide training, coaching, and professional development to team members as needed.
13. Complete required training and meet development objectives.
14. Maintain any necessary technical or professional qualifications.
15. Perform additional duties as required by the business.
Key Performance Indicators
* Achievement of customer SLAs with detailed updates in Salesforce.
* Customer satisfaction, including complaints and commendations.
* Completion of pre-builds according to internal processes.
* Identification and updating of chargeable cases and license adjustments.
* Creation of part requests for stock management.
* Maintain certifications and accreditations.
* Implement at least one process or technical improvement annually.
* Improve outgoing call metrics and answer 75% of incoming calls monthly.
* Ensure call center availability and manage escalations effectively.
Successful Candidates
Ideal candidates will have prior experience in tech support roles, particularly with hosted telephony systems. They should possess excellent IT skills, including proficiency in Excel and Microsoft Office, be highly organized, and capable of prioritizing workload. Strong communication skills and the ability to support multiple projects in a fast-paced environment are essential.
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