About Fourteen IP
Established in 2011 Fourteen IP Communications is a global leader in providing AI and cloud telephony solutions to the hospitality industry. Trusted by world-renowned hotel brands including Marriott, Hilton, Hyatt, and Accor, we help properties enhance guest experience and streamline operations across more than 3,000 hotels worldwide.
We are a people centric company who are proudly accredited by Investors in People Gold Standard and believe that people are at the heart of everything we do. We believe in treating our colleagues, customers, and partners like family, and are passionate about our Innovation and communication, and continuously strive to develop new ideas and solutions that will benefit our customer and our people. Our vision is to create the most innovative solutions for the hospitality industry, enabled by people and power by AI and data intelligence.
If you are looking to take the next step in your career and want to work in an environment that offers supportive leadership in an evolving industry, with long term career opportunities then this is the role for you.
Role Overview
We have a fantastic opportunity for a highly capable Networking Engineer to join the Fourteen IP team.
In this role, you will work closely with our Support, Technical and Operations teams to ensure that all operational support and project requests are delivered in line with contractual obligations, service targets and company standards. You will play a key part in maintaining, configuring troubleshooting and delivering network and WiFi solutions across our global hospitality customer base.
This position also offers the unique opportunity to work hands-on with the latest in hosted Unified Communications technology, including our industry-leading Evolution Voice cloud platform, Session Border Controllers, SIP solutions and AI-enabled services. As a Networking Engineer at Fourteen IP, you'll be involved in supporting and enhancing cutting-edge cloud communications environments used by some of the world’s largest hotel brands.
Responsibilities
- Act as the primary escalation point for 1st and 2nd Line teams, taking full ownership of Networking technical escalations and ensuring timely investigation and resolution.
- Perform diagnostic work and remediation across a wide range of networking technologies including switching, routing, wired/wireless networks, firewalls, and WAN/LAN issues. Experience with Voice/VoIP is preferred but not essential.
- Utilise standard network troubleshooting tools and methodologies such as PCAP analysis, syslog review, event correlation, packet tracing, and vendor diagnostic tools.
- Escalate issues internally and to third-party vendors where appropriate, ensuring clear and concise communication throughout the escalation path.
- Participate in technical calls with customers, third-party carriers, and partner network engineers to discuss ongoing issues, proposed changes, or incident resolution.
- Provide guidance and mentoring to 1st and 2nd Line engineers, supporting their technical development and assisting with complex troubleshooting when required.
- Configure and pre-build network, WiFi, voice and UC solutions—ensuring all prebuild processes are followed, project documentation is completed accurately, and all configuration assets are centrally stored.
- Lead and support the delivery of projects involving WiFi, switching, SIP, SBCs and hosted UC environments (including Evolution Voice and associated cloud technologies).
- Troubleshoot SIP signalling, registration issues, RTP/audio flow, and SBC/firewall behaviours when involved in UC-related incidents.
- Carry out methodical problem-solving, assessing situations and implementing solutions within agreed timescales and SLAs.
- Complete mandatory training and actively pursue development objectives relevant to networking, WiFi and hosted UC technologies.
- Contribute towards in-house technical training content, knowledge base articles and documentation improvements across the Operations and Support teams.
- Build strong working relationships with colleagues, customers and partners, maintaining a professional and collaborative approach at all times.
- Participate in the on-call rota, providing out-of-hours technical support to customers both remotely and on-site when required.
- Provide pre-sales technical input when needed, assisting with solution design, network planning, hardware specifications, and service capability queries.
- Attend customer networking planning sessions and technical design meetings where required.
- Maintain accurate backups, asset records and network documentation for all assigned systems and deployments.
- Offer technical expertise to assist in the resolution of complex networking and UC service incidents.
- Provide training, guidance or product familiarisation to team members, customers or partners as required.
- Work consistently in line with “The Fourteen Way”demonstrating professionalism, communication, teamwork, innovation and customer focus.
- Perform any other duties required to support the needs and growth of the business.
Key Skills & Experience
- Strong communication, customer service and interpersonal skills, with the ability to explain technical concepts clearly.
- Solid background in both wired and wireless LAN networking, including configuration and support of switches, routers, firewalls, and access points.
- Experience with major networking and WiFi vendors such as HP/Aruba, Cisco, Ruckus, WatchGuard (others an advantage).
- Hands-on experience deploying and supporting WLAN controllers, managed WiFi environments and large multi-AP installations.
- Strong troubleshooting ability with familiarity in using network monitoring platforms, SNMP tools, syslogs, packet capturing and root-cause diagnostics.
- Good understanding of SIP, VoIP and hosted UC platforms, with the ability to diagnose registration and call-flow issues (preferred but not essential).
- Understanding of network fundamentals including VLANs, STP, routing protocols, DHCP, DNS, NAT, ACLs, QoS and subnetting.
- Strong organisational skills with high attention to technical detail and documentation.
- Ability to read, interpret and write technical literature, diagrams, network topologies and configuration guides.
- Recognised industry training or accreditation (e.g., CCNA, ECSE, vendor-specific certifications) is highly desirable.
- Knowledge of switch and router programming, administration and best practice configuration techniques.
- Experience with managed WiFi installation, Ekahau-based WiFi diagnostics or RF troubleshooting is a strong advantage.
Successful candidate will be ambitious, customer focused and highly organised individual with the ability to prioritise workload and support multiple projects in a fast passed environment.
Job Types: Full-time, Permanent
Pay: £35,000.00-£50,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Sick pay
Work Location: Hybrid remote in Wigan WN3 6XP
