Mitel Communications Engineer/3300/SX2000 - LONDON - £40k

Mitel Communications Engineer/3300/SX2000 - LONDON

 

The Communications Engineer will deliver technical solutions and support to both internal and external customers. Adhere to processes to successfully deliver solutions to the customers, which will be measured by customer satisfaction levels and technical proficiency checked by the management team. The engineer will be expected to keep a close relationship with the customer/s account and service managers.

Acts as a technical escalation point and is seen as the technical expertise in their specialism.

 

-Provide technical assistance to customers on the client site.

-Respond to incidents and requests logged by the Service Desk on customer issues, installations and maintenance, within service levels on the current product portfolio.

-Take ownership of technical enquiries and liaise with manufacturers where necessary through to resolution.

-Deliver technical training as and when necessary, including mentoring of other team members and customer staff.

-Document and issue technical bulletins to relevant personnel in agreed manner

-Assist with pre-staging of new customer installations and upgrades as required

-Identify, progress and plan improvements to team/business utilising the teams service improvement plans

-Provide an outstanding service to all internal and external customers

-Complete all necessary paperwork and system notes accurately and in a timely manner

-Escalation of service issues to line manager, service delivery managers, project managers or management team accordingly.

-Carry out works in accordance with H&S, business processes and working practices.

-Provide information and support to pre-sales team where appropriate.

 

 

Additional Responsibilities

  • Keep up to date with current technologies, including responsibility for maintaining online self study on latest releases of core products
  • Develop any specialist knowledge as per business requirements
  • Be included on a Call out rota
  • Ensure all labour spent on maintenance contracts & projects is recorded

 

Knowledge

  • IT Services product and service solutions
  • IT Services technical processes

 

Skills

  • Troubleshooting voice related issues
  • IP networking
  • Voice
  • Unified communications
  • Wireless
  • Planning
  • Communication
  • Relationship building
  • Technical product knowledge
  • Building technical solutions
  • Customer focussed
  • Customer awareness
  • Decision making
  • Interpersonal
  • Teamwork
  • Flexibility
  • Self-motivated
  • Reliability
  • Tidy, methodical and thorough approach to work.
  • Enthusiastic and logical approach to problem solving
  • Commitment

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