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 2nd/3rd line technical background working mainly with MITEL (MIVOICE) and 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 business, focusing on providing top-notch services to their customers across the South West & Wales.

Description

The 3rd line Telecoms Engineer will be:

Providing exceptional 3rd line technical support to customers 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
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 environmentProfile

The successful 3rd line Telecoms Engineer should have:

3rd line exposure on Mitel products
Extensive experience with MiVoice Business, MiContact Centre (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 Centre
Strong communication skills. Well presented with a flexible positive attitude with good proactive problem-solving skills.
Be customer centric, focus on relationship building.
Full clean Driving Licence Job Offer

Annual salary of £40,000- £45,000 per annum.
Additional earning available through overtime and on call (1in3 or 1in4)
Comprehensive company benefits incl Health cover, pension and more.
Company Vehicle or Car allowance
A supportive and innovative work culture, good level of progression.
The chance to work in a company that values technology and innovation