24H Technical Support
7 days ago
We currently have a vacancy for a Customer Engineer, working within our Service Business, as part of our 24-hour First Line Engineering Team, based in Caldicot South Wales. This is a great opportunity for someone with experience in IP Telephony or an interest in technology, who is looking to join a company for a long-term career with development opportunities.
This role is a 12 hour day/night shifts on a 4 on and off rotation, office based in Caldicot.
Responsibilities:
- Taking fault calls via the telephone/email from the Mitel customers and partners;
- Fault diagnosis with the end user and the provision of help and advice;
- Logging fault call information onto Mitel’s SAP, Remedy and Salesforce service management systems using defined procedures to ensure accuracy in the recording of fault data;
- Updating faults with progress information and updating customers;
- Perform scheduled maintenance tasks, upgrades and installations on Mitel equipment remotely.
- Manage planned activities liaising with partners/customers/suppliers where necessary.
Requirements :
- Knowledge in Mitel's product portfolio; or experience in tech support from a telecoms/IT background.
- Have excellent written and verbal communication skills;
- Be able to diagnose complex incidents remotely;
- Have practical experience of fault-finding techniques;
- Have an analytical approach to solving problems;
- Be able to work with minimum supervision;
- Are experienced in the use of a PC, standard desktop applications (i.e. Word, Excel, Outlook) and Windows operating systems
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