1st Line Technical Support Engineer

• Provide phone and email support to direct customers and reseller partners
• Troubleshoot 3CX, SIP trunks, hosted PBX systems and related services
• Use remote tools and diagnostics to resolve issues quickly and reduce downtime
• Manage tickets in our helpdesk system, providing timely and accurate updates
• Maintain technical documentation and our internal knowledge base
• Assist with new deployments, upgrades and migrations
• Identify ways to improve customer systems and our support delivery
• Join our weekend on-call rota one weekend in three for P1 emergencies only

Technologies:

• Support
• Mobile
• NAT
• Cloud

• Experience in a customer-facing IT or telecoms support role
• Working understanding of networking, including IP addressing, DNS, routers and firewalls
• Strong troubleshooting skills and a logical, methodical approach
• Clear, professional written and verbal communication
• Confidence dealing with customers and partners
• Genuine interest in learning and developing your skills
• Desirable: experience supporting VoIP or hosted telephony
• Desirable: knowledge of SIP, NAT and how they interact with firewalls
• Desirable: hands-on experience with 3CX or similar platforms such as Gamma Horizon, Yeastar or Microsoft Teams Direct Routing

We are PBX Hosting, a 3CX Titanium Partner and specialist hosted telephony provider. We manage phone systems for more than 100 hotels, including a large international franchise, as well as customers in critical industries. Youll join a small team of experienced engineers and build specialist VoIP expertise, with paid 3CX certification, further training and progression opportunities into specialised support, VoIP engineering or project roles. The role is full-time and permanent, office-based in Coventry near the University of Warwick, Monday to Friday, 9:00am-5:30pm, with pay of £26,000-£34,000 per year depending on experience. Benefits include 25 days holiday plus bank holidays, a company pension with employer contribution, private healthcare, a company laptop and mobile, team social events, free soft drinks and fresh fruit. Apply via Indeed with your CV; shortlisted candidates will have a short phone call followed by an in-person interview.