3rd Line Telecoms Support Engineer
Skills
2Nd Line IT SupportIdentifying TrendsIndustry StandardsInteractive Voice ResponseMitelRailway SignalingSession Initiation Protocol
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 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
Nice to have
- NuPoint Messenger
- MS Teams
- Redbox Call Recorder
- ASC Call Recorder
- 8X8 (UCaaS CCaaS)
- Audio Codes
- Five9 Contact Center
Day to day
- 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