Remote 3rd Line Telecoms Support Engineer Job in Reigate, UK Opus Technology

Who you are

• A minimum of 5 years 3rd line experience on the Mitel product suite
• 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
• Strong communication skills
• Flexible positive attitude and proactive problem-solving skills
• Good telephone manner and professional communication skills both verbally and in writing
• Ability to understand and communicate points of view across different departments
• Good at keeping other departments informed and flagging up potential problems

Desirables

• NuPoint Messenger
• MS Teams
• Redbox Call Recorder
• ASC Call Recorder
• 8X8 (UCaaS CCaaS)
• Audio Codes
• Five9 Contact Center

What the job involves

• Providing exceptional 3rd line technical support to clients 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 Opus 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 the out of hours support rota
• Managing priority escalations in a customer facing environment