Telecoms Engineer

7 days ago

Bristol, United Kingdom Michael Page Full time

Job Summary:

We are seeking a highly skilled Telecoms Engineer to join our team at Michael Page. As a 3rd line support specialist, you will be responsible for providing exceptional technical support to our clients, troubleshooting complex issues, and maintaining a proactive approach to identify and prevent technical issues.

About the Role:

The successful candidate will have a strong background in 3rd line technical support, with experience working with Mitel products, including MiVoice Business, MiContact Centre, and MiCollab. You will also have a good understanding of SIP signalling, capture and diagnosis, QOS tagging, and VoIP signalling.

Key Responsibilities:

  • Provide exceptional 3rd line technical support to clients over phone, email, or ticketing systems
  • Undertake a proactive approach to identify and prevent technical issues by regularly monitoring client systems
  • Maintain exceptional product knowledge of the telecoms portfolio, keeping up to date with industry standards
  • Run diagnostics and troubleshoot complex technical issues
  • Maintain documentation of technical issues and resolutions, ensuring that it is kept up to date and accurate
  • Complete root-cause analysis and provide recommendations to solve identified problems
  • Identify trends in technical issues and proactively recommend solutions to mitigate them
  • Provide on-site support to clients, as required
  • Take part in an out-of-hours support rota
  • Manage priority escalations in a customer-facing environment

Requirements:

  • 3rd line exposure on Mitel products
  • Extensive experience with MiVoice Business, MiContact Centre (IVR, Multimedia) MiCollab, MBG (teleworker, SIP)
  • Exceptional understanding of SIP signalling, capture and diagnosis, QOS tagging, and VoIP signalling
  • Exposure to a range of tools/products such as: Mitel, 3CX, Unify, NuPoint Messenger, MS Teams, Redbox Call Recorder, ASC Call Recorder, 8X8 (UCaaS, CCaaS), Audio Codes & Five9 Contact Centre
  • Strong communication skills. Well-presented with a flexible positive attitude with good proactive problem-solving skills
  • Be customer-centric, focus on relationship building
  • Full clean driving license

What We Offer:

  • Annual salary of £40,000-£45,000 per annum
  • Additional earning available through overtime and on-call (1 in 3 or 1 in 4)
  • Comprehensive company benefits including health cover, pension, and more
  • Company vehicle or car allowance
  • A supportive and innovative work culture, good level of progression
  • The chance to work in a company that values technology and innovation

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