2nd Line Mitel Engineer

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 troubleshooting 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 providing recommendations to solve identified problems.
• Identifying trends in technical issues and proactively recommending 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 systems, 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:

• Salary c £40k DOE.
• Free daily breakfasts in the office.
• Monthly 'shining star' employee recognition awards.
• Pension and life insurance.
• Refer a friend scheme (£1,000).
• Mental health, financial and legal support.
• Training and development plans.
• State of the art offices.
• Option to buy and sell holiday.
• Employee Dream Ball - Quarterly chance to win £2.5k towards a dream.