Customer Engineer First Line Remote

Undisclosed Company
Monmouthshire, Caldicot
07 Nov 2016
05 Dec 2016
#: R000886
Manpower UK
Job Type
Customer Engineer First Line Remote

A global market leader in enterprise and mobile communications powering more than 2 billion business connections and 2 billion mobile subscribers every day, Mitel (Nasdaq:MITL) (TSX:MNW) helps businesses and mobile carriers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 60 million business users in more than 100 countries, and 130 mobile service providers including15 of the top 20 mobile carriers in the world. That makes us unique, and the only company able to provide a bridge between enterprise and mobile customers. For more information, go to and follow us on Twitter @Mitel.

We currently have a vacancy for a Customer Engineer working 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.

Experience of Windows and Linux operating systems desirable
Knowledge of VMWare and Hyper V advantageous
Knowledge of SIP
Mitel Technical Qualifications should include:

MiVB, , MiCollab , MiCC
MCA accreditation in the above

Key Responsibilities:

Take incident calls via the telephone.
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 of 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 advanced level knowledge of methods of remote access would be advantageous.

The hours of work rotate between 08:00 to 16:00, and 10:00 to 18:00.

Due to the requirements of our customers the job holder will be required to undergo security clearance.

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