SER Limited

Technical Support Engineer Location: Stevenage, Hertfordshire - In Person Job Type: Full-time Salary: £35,000 - £40,000 per annum Benefits Additional leave Company events Company pension Employee discount Free parking On-site parking About the Company We are a leading provider of innovative security solutions, specialising in CCTV, alarm systems, and integrated security technology. We are looking for a customer-focused and technically minded Support Advisor to join our team. If you have a passion for problem-solving and a background in security systems, this is your opportunity to work with cutting-edge products in a supportive and dynamic environment. The Role In this varied role, you will be the first point of contact for customer support, handling queries across phone, email, and face-to-face channels. You will diagnose technical issues, provide pre-sales advice, and assist with product demonstrations. This role combines technical troubleshooting with customer care, offering plenty of variety and the chance to represent the company at events and client sites. Key Responsibilities (including but not limited to): Handling customer queries via telephone, email, ticketing systems, and face-to-face interactions specifically related to security products. Logging incoming support requests, diagnosing issues, providing solutions, and escalating where necessary. Building and maintaining strong technical knowledge of our security product range, including hardware, software, and associated mobile applications. Providing pre-sales technical advice and recommending suitable security products and solutions. Assisting with customer demonstrations, product setup, and basic installation advice. Representing the company at client meetings, exhibitions, and events when required. Supporting internal functions such as repairs, training sessions, and product testing. Visiting customer sites to demonstrate products and provide technical support where needed. Requirements Minimum of 5 years' experience in a technical support or customer service role within security systems such as CCTV or alarms. Strong problem-solving skills with the ability to assess and evaluate solutions effectively. Comfortable working with Windows and Mac operating systems (for support purposes, not system administration). A proactive, 'can-do' attitude with a willingness to go above and beyond for customers. Experience using remote desktop/support tools. Excellent communication and telephone skills, with the ability to remain calm under pressure. Good understanding of IP networking (for device connectivity and troubleshooting, not network infrastructure management). Important Information This role is based in our Stevenage office in Hertfordshire. All applicants must be eligible to live and work in the UK.# How to Apply If you have the technical expertise and customer-first mindset we are looking for, we would love to hear from you. Please submit your CV and a brief cover letter today. We are an equal opportunities employer and welcome applications from all suitably qualified persons. SER-IN

Technical Support Specialist Location: Crewe HQ Working Hours: Monday Friday, 9:00am 5:30pm Reports To: Operations Director initially Salary: £32,(Apply online only) The Role We are looking for a Technical Support Specialist to join our team in Crewe, providing 1st and 2nd line technical support across our hosted telephony and Unified Communications services. This is a great opportunity for someone with a strong VoIP, hosted telephony or telecoms support background who enjoys troubleshooting technical issues, working directly with customers and taking ownership of incidents through to resolution. You will play a key role in ensuring high service availability, rapid issue resolution and an excellent customer experience for business customers using cloud-based voice solutions. Key Responsibilities Provide 1st and 2nd line technical support for hosted VoIP and cloud PBX platforms. Troubleshoot issues including: Call quality, latency, jitter and packet loss. SIP registration and call routing. Handset provisioning and firmware updates. Voicemail, auto attendants, hunt groups and call queues. Diagnose network-related issues including LAN, WAN, firewall, QoS and VLANs that impact voice services. Escalate complex issues to 3rd line teams or vendors, providing clear diagnostics and relevant logs. Customer Service Respond to customer support tickets and calls within agreed SLAs. Communicate clearly with customers, avoiding unnecessary technical jargon. Take ownership of incidents and provide regular updates through to resolution. Support customer onboarding, including number porting and go-live assistance. System Administration Provision and manage users, extensions, handsets and licences. Maintain accurate customer documentation and configuration records. Carry out routine platform checks and basic maintenance tasks. Collaboration & Continuous Improvement Work closely with Sales, Onboarding and Engineering teams. Contribute to knowledge base articles and internal documentation. Identify recurring issues and recommend service or process improvements. About You We are looking for someone with a genuine telephony and technical support background, with experience supporting business customers across hosted voice or Unified Communications environments. Essential Experience Experience supporting hosted PBX / VoIP platforms, such as Evolve, Yeastar, Gamma, RingCentral, 3CX, Mitel, Teams Phone or similar. Strong understanding of SIP and cloud telephony. Good knowledge of IP networking fundamentals. Understanding of QoS for voice traffic. Experience working with IP handsets such as Yealink, Poly or Cisco. Experience using ticketing systems and remote support tools. Strong problem-solving and analytical skills. Excellent verbal and written communication. Ability to remain calm and professional under pressure. Strong organisation skills, with the ability to manage multiple issues and prioritise effectively. Desirable Experience It would be beneficial if you also have: Experience working within an MSP or telecoms service provider. Knowledge of Microsoft Teams Phone or wider UCaaS platforms. Basic firewall and router configuration experience. Relevant certifications such as CompTIA Network+ or vendor-specific VoIP qualifications. Experience with network infrastructure build/design. Contact Beth on (phone number removed) / (url removed) SER-IN