Mitel Customer Engineer - First Line Field

West Midlands
05 Mar 2018
26 Mar 2018
Manpower UK
Job Type
We are currently recruiting for a Customer Engineer to provide 1st line field engineering support (installation & maintenance) on a range of Mitel and 3rd party products to our direct client base, indirect client base and support a Mitel network of channels.

The ideal candidate will already have experience as a field engineer within telecoms and understand the Mitel portfolio.


· To provide first line support for Mitel and OEM products.

· To deliver a high standard of customer service.

· To respond to Service Notifications, diagnose and resolve technical faults and meet agreed contractual obligations.

· To work with third party maintainers to resolve technical issues on voice and data solutions.

· To provide detailed and accurate notes in real time on the progression of service notification tasks for internal and external viewing.

· Escalate to 2nd Line Support any technical issues where appropriate using ECS escalation process.

· To carry out MAC, Installation and Upgrade tasks as required.

· To provide detailed problem reports to the Engineering Team Manager with use of the recognised management tools.

· To contribute to Mitel revenues by promoting the products and services available to our client base.

· To comply with all Mitel and Client site-specific Health and Safety procedures and requirements.

· To be responsible for the security and maintenance of all allocated tools, equipment and inventory.


· MEAS Certifications at the current software level in MiVB, MiCC & MiCollab

· Excellent communication skills

· Excellent organisational skills

· The ability to cope with high-pressure situations


· Full UK driving Licence

· Flexibility for travel anywhere in the EMEA region.

· Participation in a call-out rota and perform out-of-hours work when requested.

· To work a shift pattern when requested.

· Ability to work from home, carrying out remote desk activities

· Willingness to undergo the security clearance process as required to attend sensitive sites

· Demonstrate the ability to see issues from the client's perspective. Address client enquiries, requests, complaints and recommendations and keeps the client informed.

· Demonstrate enthusiasm for continuous improvement.

· Will work with colleagues to achieve common goals. Will demonstrate flexibility, with openness and mutual respect for others.

***PLEASE NOTE: We do not accept unsolicited applications from third parties. Any such applications will not be considered an introduction to Mitel and will be considered Mitel's property. We retain the right to contact and hire speculative candidates without any obligation to third parties regardless of whether terms and conditions were submitted with the application. We will not pay any agency fees associated with unsolicited applications.

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