Technical Support (Telecoms) - 2nd Line (Telecoms)

Location: Eurocard Centre, Herald Drive, Crewe, England, United Kingdom

Company

hirify.global provides sustainable mobility, connectivity, and technology solutions for businesses.

What you will do

• Manage tickets escalated from 1st Line Support through to timely resolution.
• Troubleshoot software configuration faults, phone system outages, network disruptions, and other moderately complex issues.
• Work with vendors, third-party providers, and 3rd Line Support on urgent or business-critical incidents.
• Record detailed troubleshooting steps, resolutions, and incident notes.
• Identify incident patterns and contribute to root cause analysis.
• Provide technical guidance to 1st Line Support and advise clients on system improvements and optimisation.

Requirements

• Experience in a 2nd Line Support or similar technical support role.
• Strong troubleshooting skills across systems and networks.
• Working knowledge of VoIP phone systems, Microsoft products, and basic networking.
• Clear communication skills and a methodical, logical approach.
• Ability to explain technical solutions clearly to clients.
• Full-time availability for the Crewe-based role.

Nice to have

• Experience with Wildix, Zoom, Five9, Microsoft Teams, Webex, 3CX, or Avaya; Wildix knowledge is particularly valuable.
• Cisco CCNA, Microsoft certifications, CompTIA Network+, telecom-related qualifications, or ITIL 4 Foundation.

Culture & Benefits

• Inclusive culture supported by networks for LGBTQ+ inclusion, cultural diversity, women’s empowerment, mental health, neurodiversity, and disability support.
• Female health, pregnancy loss, fertility treatment, and endometriosis support policies.
• Mental Health First Aiders and disability inclusion initiatives.
• Community volunteering, charity initiatives, payroll giving, and match funding.
• Commitment to an accessible recruitment process and reasonable adjustments.