2nd Line Mitel Engineer

Company:

Opus Technology

About Company:

Would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who were awarded Company of the Year and the Business Growth award at the Surrey Business Awards 2022?

About the Job:

Due to our impressive consistent growth and strong ambitions within the IT & Telecoms sector, we are seeking an experienced 2nd Line Telecom Support Engineer with a specialization in Mitel 3300. The candidate should be an expert in supporting and maintaining Mitel 3300 phone systems and infrastructure. The role primarily focuses on 2nd level telecommunications support, handling customer incidents and escalating technical issues to 3rd Line and providing technical guidance to 1st and 2nd line support engineers.

Key Responsibilities:

Providing exceptional 2nd line Mitel 3300 technical support to clients over phone, email, or ticketing systems.
Undertaking a proactive approach to identify and prevent technical issues by regularly monitoring the customer's systems.
Maintaining exceptional product knowledge of the Mitel 3300 portfolio, including MiVB, MBG, MiCollab, MiCC, keeping up to date with industry standards
Running diagnostics and troubleshoot complex technical issues on Mitel 3300 platforms
Maintaining documentation of technical issues and resolutions, ensuring that it is kept up to date and accurate
Providing technical guidance to the 1st and 2nd line support engineers as appropriate
Completing root-cause analysis and provide recommendations to solve identified problems
Identifying trends in technical issues and proactively recommend solutions to mitigate them
Providing onsite support to customers, as required
Managing priority escalations in a customer facing environment

Skills / Experience Required:

Mitel MiVB, minimum 5 years’ experience and Mitel certification
Mitel MiCollab, minimum 4 years’ experience and Mitel certification
Mitel MiCC, minimum 3 years’ experience and Mitel certification
Mitel MPA, knowledge, and experience
Minimum 5 years’ helpdesk experience
Voice recording experience
Experience in hosted VoIP system, Gamma, 8x8, MS Teams will also be needed as part of this role
SIP and networking knowledge
PABX and Network Hardware/Software Applications trained
Experience of carrying out IP-based installations. LAN/ WAN/SIP Fundamentals, preferably at CCNA or CTP level
Experience of managing escalations, working closely with the manufacturers to successful resolution. Able to demonstrate focused customer care skills, both on site and remotely
High level of personal motivation & ability to communicate at all levels

Job Position Type:

Full-time

Region:

Any/Remote

Location:

Reigate, Surrey

Benefits/Extras: