3rd line Telecoms Engineer

We are seeking a 3rd line Telecoms Engineer to be customer centric and present in the field. Ideally based in Bristol or surrounding areas. Have a strong technical background working mainly with MITEL, but some 3CX, Unify.

Client Details

Our client is a well-established Telecommunications Service Provider who operates between Bristol and Cardiff. They are a SME/MSP type business, focusing on providing top-notch services to their customers across the South West.

Description

The 3rd line Telecoms Engineer will be:

• Providing exceptional 3rd line technical support to cusotmers 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 telecoms portfolio, keeping up to date with industry standards
• Running diagnostics and troubleshooting complex technical issues
• 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 on-site support to customers, as required
• Taking part in a out of hours support rota
• Managing priority escalations in a customer facing environment

Profile

The successful 3rd line Telecoms Engineer should have:

• 3rd line exposure on Mitel products
• Extensive experience with MiVoice Business, MiContact Center (IVR, Multimedia) MiCollab, MBG (teleworker, SIP)
• Exceptional understanding of SIP signalling, capture and diagnosis, QOS tagging and VoIP signalling
• Exposure to a range of tools/products such as: Mitel, 3CX, Unify, NuPoint Messenger, MS Teams, Redbox Call Recorder, ASC Call Recorder, 8X8 (UCaaS, CCaaS), Audio Codes & Five9 Contact Center
• Strong communication skills. Well presented with a flexible positive attitude with good proactive problem-solving skills.
• Be customer centric, focus on rapport and relationship building.
• Full clean Driving Licence

Job Offer

• Annual salary of �45,000- �50,000 per annum.
• Additional earning available through overtoime and on call (1in3 or 1in4)
• Comprehensive company benefits incl Health cover, pension and more.
• Company Vehicle
• A supportive and innovative work culture, good level of progression.
• The chance to work in a company that values technology and innovation.