3rd Line Telecoms Support Engineer

Skills

2Nd Line IT SupportIdentifying TrendsIndustry StandardsInteractive Voice ResponseMitelRailway SignalingSession Initiation Protocol

Role

What the job involves

The main requirements, responsibilities and hiring steps.

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

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