PHMG Careers
System Support Specialist - North America
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System Support Specialist - North America
System Support Specialist – Telephony Audio Implementation (Manchester)
Location: Manchester, Old Trafford
Hours: 1:00pm – 10:00pm (supporting US clients)
Salary: £29,000 base (£31,000 OTE)
About the Role
To strengthen our position at the forefront of our industry, we’re expanding our technology consulting team to support clients in North America.
As a System Support Specialist, you’ll play a pivotal role in managing the delivery of bespoke audio branding services on clients’ telephony systems, from implementation to ongoing support. Your commitment to exceptional service delivery will ensure our clients receive the world-class experience they expect—and grow their recognition as a leader in the field.
Working closely with our Account Managers, you’ll take ownership of individual client accounts, analysing needs and developing tailored strategies for uploading audio productions. Your responsibilities will be organised via our CRM systems and project management tools, rewarding your self-motivation and organisational skills. We’ll support your professional development with a detailed technical training programme.
We’re looking for someone with passion, drive, and the determination to excel. If that sounds like you, we’d love to hear from you.
Key Responsibilities
- Technical Implementation & Coordination
- Organise and manage feasibility with external sub-contractors, in-house engineers, or internal teams to deliver seamless technical work.
- Remotely log into client telephony systems to implement changes to call flow processes and upload new audio productions.
- Schedule remote engineering tasks for field engineers or third-party contractors across customer sites.
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- CRM & Project Management
- Manage and update all project work within the CRM system and related project cases, ensuring accurate tracking and follow-through.
What We Need
You’ll bring:
- Strong communication skills (both verbal and written).
- A highly organised, independent approach to work.
- Experience of collaborating with multiple internal/external departments.
- Familiarity with telecoms environments, helpdesk roles, or system support—advantageous.
- A good professional telephone manner.
- Understanding of Service Level Agreements (SLAs) and ticket management (experience or knowledge valued).
What We Offer
- Competitive salary with industry-leading benefits.
- Performance-linked career development and progression opportunities.
- Gym membership at PureGym.
- Smart pension scheme.
- Critical illness cover, life assurance, and birthday half-day leave.
- Creative, spacious offices with breakout areas and flexible workspace.
- Cycle-to-work scheme to support a healthy working lifestyle.
- Fundraising opportunities with our registered charity, the PHMG Foundation.
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About PHMG: Our Legacy & Our Future
Since 1998, PHMG has evolved from its Manchester roots as a pioneering audio agency into the world’s leading audio branding agency. Today, we partner with nearly 40,000 clients globally—including Coca-Cola, Samsung, Adidas, and Audi—alongside ambitious SMEs across every industry. Innovation lies at the core of everything we do.
We began by redefining audio branding through the fusion of creativity, technology, and measurable results. This ethos drives our continued evolution—from sound into a broader suite of client communications services. In 2025, PHMG proudly transitioned into employee ownership, ensuring our independence and focusing on shared long-term success.
Awarded the King’s Award for Enterprise, PHMG embodies growth, innovation, and performance excellence. Our 800+ colleagues collaborate across six global offices to deliver work that merges artistry with commercial impact.
At PHMG, you’ll become part of a people-powered, future-focused company that:
- Values creative freedom and diversity.
- Invests in professional growth through mentorship and learning.
- Ensures success is built by—and for—our people.
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