Customer Support Service Engineer

2 days ago

West of England, United Kingdom Michael Page Technology Full time
Job Title: Customer Support Service Engineer

We are seeking a highly skilled and customer-focused IT Field Engineer/Telecoms Engineer to join our team. As a key member of our technical support team, you will be responsible for providing exceptional technical support to clients on site, over phone, email, or remote access.

Key Responsibilities:
  • Provide technical support to clients on site, over phone, email, or remote access.
  • Undertake a proactive approach to identify and prevent technical issues by regularly monitoring the customer's systems.
  • Maintain exceptional product knowledge of the company's telecoms portfolio, keeping up to date with industry standards.
  • Run diagnostics and troubleshoot 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 customers, as required.
  • Take part in the out of hours support rota.
  • Manage priority escalations in a customer-facing environment.
Requirements:
  • Proven track record of 5 years' experience on the Mitel product suite.
  • 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.
  • Any experience with Hipath 4K, NuPoint Messenger, MS Teams, 3CX, Gamma, (UCaaS, CCaaS) is advantageous.
  • A good telephone manner and the ability to communicate both verbally and in writing in a professional manner.
  • On occasion, be required to help with support and site installations in some of Tele-Responses offered services such as CCTV, WIFI, IT network, Data and Fibre Infrastructure.
  • Full clean driving licence.
What We Offer:
  • Annual salary of £40,000-£50,000 per annum.
  • Additional earning available through overtime and on-call (1 in 3).
  • Vehicle Allowance (£5,000) + Phone & Laptop.
  • NEST Pension, 25 days annual leave + more.
  • A supportive and innovative work culture, good level of progression.

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