Technical Support Specialist

About the Role

VoCoVo is seeking a Technical Support Specialist to customise VoCoVo systems for customers and provide advanced 3rd-line support. You’ll work with partners to diagnose issues, help maintain VoCoCare warranty service, and collaborate with engineers to drive customer success. This hybrid role requires 1 day per week in our Shipton-Under-Wychwood office and UK right to work.

What You'll Do

• Work with a portfolio of assigned customers to resolve issues and drive service improvements.

• Provide 3rd-line remote and on-site support with advanced diagnostics.

• Assist partners and on-site engineers by identifying and troubleshooting issues.

• Build and maintain comprehensive documentation for customers to aid future resolutions.

• Offer out-of-hours technical support for critical situations.

• What We're Looking For

• Background in technical customer support.

• Experience with Linux; comfortable with filesystem and command-line tools.

• Strong networking fundamentals; ability to troubleshoot networks.

• Telephony/Telco integrations experience; understanding of SIP protocol; SIP trunking; VoIP troubleshooting.

• Experience with MySQL or equivalent is beneficial.

• ITIL experience is a plus.

• Detail-oriented, collaborative, proactive learner; able to manage multiple tasks.

• Excellent communication and relationship-building skills.

• Nice to Have

• Experience with Telephony/Telco integrations and VoIP troubleshooting.

• Additional networking/troubleshooting experience.

• MySQL exposure.

• Compensation & Benefits

• Salary £38,000-£41,000 per year.

• 25 Days Holidays + Bank Holidays (increases with years of service).

• Option to buy or sell 5 days holiday each year.

• Sick Pay - 8 weeks full pay, 4 weeks half pay.

• Life Assurance - 4x basic pay.

• Private Medical Insurance.

• Employee Assistance Programmes.

• Cycle2Work Scheme.

• Electric car green salary sacrifice scheme.

• Enhanced Maternity & Paternity package.

• Child Care Scheme.

• Training & development opportunities.

• Pension 5% employer contribution matched.

• Apple MacBook, Wireless Magic Mouse and Keyboard, monitor and headphones.

• Company organised events.