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First Line Customer Engineer - Remote Work

Employer
Mitel
Location
England
Salary
Negotiable
Closing date
20 Jul 2018

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Sector
IT
Job Type
Permanent
Hours
Full-time

Job Details

Mitel Networks Corporation, is an innovative software vendor enabling any type of Service Provider to offer advanced business communication as a Service. The solution helps Service Providers drive revenue, loyalty and margin by allowing enterprises to transform the way they communicate.

Customer Engineer First Line (Remote Work)

We currently have a vacancy for a Customer Engineer working remotely (home-based) as part of the 1st Line Remote Engineering Support Team in our Customer Management Centre (CMC) in Caldicot, South Wales.

In the role, you will be the central contact point for customer incident escalations and be responsible for their progress and closure.

Technical responsibilities cover all aspects of VOIP, Messaging and Applications within the Mitel Networks product portfolio.

The ideal candidate will have experience within the telecoms/ channel partner/ reseller sector in a first or second line support role or have a previous career history in telecoms field engineering.

  • Experience of Windows and Linux operating systems desirable
  • Knowledge of VMWare and Hyper V advantageous
  • Knowledge of SIP

Desirable Mitel Technical Qualifications should include:

  • MiVoice Business, MiCollab, MiContact Center
  • MCA accreditation in the above

Key Responsibilities:

  • Take incident calls via the telephone (remotely).
  • Remotely fault diagnosis with the end user and the provision of help and advice.
  • Log fault calls onto Mitel's SAP service management system using defined procedures to ensure accuracy in the recording of fault data.
  • Update faults recorded on SAP with progress information and brief customers.
  • Escalate incidents to other Engineering teams or 3rd Parties following defined procedures.
  • Maintain and develop technical awareness of Mitel service offerings.

Skills & Qualifications

  • Excellent communication skills especially via the telephone.
  • Be able to diagnose user faults via the telephone.
  • Have practical experience with fault-finding techniques.
  • Have an analytical approach to problems.
  • Experienced in the use of a PC, standard desktop applications and Windows operating systems.
  • Computing or an Engineering qualification would be advantageous.
  • Intermediate to the advanced level knowledge of methods of remote access would be advantageous.

Company

As a global market leader in enterprise and mobile communications, Mitel powers more than two billion business connections and two billion mobile subscribers every day. They help businesses and mobile carriers connect, collaborate and provide innovative services to their customers.

Together, their innovation and communications experts serve more than 60 million business users in more than 100 countries, and 130 mobile service providers - including 15 of the top 20 mobile carriers in the world. That makes them unique, and the only company able to provide a bridge between enterprise and mobile customers.

Take a look below for the roles we're currently recruiting for at Mitel.

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