Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK’s largest independent Managed Service Providers, recently ranked as “World class” by the Best Companies to work for awards. Be a key player in our Incident Management team The 3rd Line Telecoms Engineer role specialises in the Mitel MiVoice Business (MiVB) product suite, supporting and maintaining Mitel MiVB phone systems and infrastructure. You will primarily focus on 3rd line telecommunications support, handling escalated technical issues and providing technical guidance to the 1st and 2nd line support engineers. Additionally, you will be responsible for: 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 Salary £50-£55k Car Allowance 25 Days Holiday 8 Bank Holidays Embrace the freedom of remote work The talents we are excited to see You will have the following experience/skills: 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 Any experience with NuPoint Messenger, MS Teams, Redbox Call Recorder, ASC Call Recorder, 8X8 (UCaaS, CCaaS), Audio Codes, Five9 Contact Center is preferable Strong communication skills. Well presented with a flexible positive attitude and good proactive problem-solving skills A good telephone manner and the ability to communicate both verbally and in writing in a professional manner. Ability to understand the point of view of other departments and put own point of view clearly. Good at keeping other departments in the picture and flagging up potential problems Your exclusive benefits A comprehensive Private Healthcare and Cash Plan Entry to the £3,000 quarterly Dreamball draw Regular fully funded companywide events Complimentary daily breakfasts in the office Monthly ‘outstanding performer’ accolades Pension and life insurance Personalised training and development pathways Enriching paid volunteering days A rewarding Refer a friend scheme (£1,000) The flexibility to adjust your holiday allowance Where your values align with ours Work together to win together Be brave and think differently Own it and never give up Strive to be the best Stay curious and keep learning Meet Opus Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients. In 2023, we launched the next phase of our ambitious growth strategy with the goal of doubling our turnover by 2026. We're on track to meet this target, and we're seeking top talent like you to join us on this exciting journey. By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally. If you're ready to be part of a dynamic team and help us reach new heights, we'd love to hear from you.