Requirements Must have: We are looking for candidates with previous experience in tech support roles, specifically those who have worked with hosted telephony systems. Strong IT skills, including proficiency in Excel and Microsoft Office, are essential. You should be highly organized, able to prioritize workload effectively, and provide administrative support to multiple projects. A fast-paced environment requires strong communication skills. Responsibilities: As a Support Engineer at Fourteen IP Communications, I will provide remote support to customers and their field-based colleagues regarding our products and services. It will be my responsibility to ensure client solutions maintain operational continuity through fault analysis and proactive monitoring activities, in line with our organizational and contractual service level agreements. I will work with the equipment, hardware, and services we supply and support, addressing service disruptions and establishing solutions as challenges arise. Understanding VOIP, SIP call flows, and the ability to identify faults using pcaps and network traces are crucial components of my role. I will take incoming support calls and emails, log new tickets, and keep customers updated. Closing tickets within the customer SLA and escalating issues to senior technicians as needed will be essential tasks. I'll also configure and pre-build voice and data solutions prior to installation and be part of the on-call rota to provide emergency support. Additionally, I will be responsible for maintaining effective interpersonal relationships, training team members, completing required training, and striving to meet development objectives. Company: At Fourteen IP Communications, we pride ourselves on being a people-centric company, accredited by Investors in People. Since our establishment in 2011, we have become one of the leading global providers of specialist voice and data solutions for the hospitality industry. Our passion for innovation and communication drives us to develop new ideas and solutions that benefit our employees and customers. We are dedicated to creating the most innovative solutions for the hospitality industry, powered by AI and data intelligence. If I am looking for an environment that fosters personal development and challenges, this role offers the perfect opportunity. My success will be measured by achieving customer SLAs, maintaining accurate records in Salesforce, ensuring customer satisfaction, completing pre-builds as per the internal process, and identifying potential improvements over time.. Location : Wheatlea Road, WN3 6XP Goose Green