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# 1st Line Technical Support Engineer

- **Company:** Nebula Cloud Limited
- **Location:** Coventry, United Kingdom
- **Salary:** £26,000 - £34,000
- **Contract:** Permanent contract
- **Skills:** VoIP, Cloud Computing, Domain Name System (DNS), IP Addressing, Routing, Network Routers, Firewalls (Computer Science)
- **Published:** November 12, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5961625885

## About the Role

* 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

## Description

* 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