Job Description
We currently have a vacancy for a Customer Engineer working as part of the 24-hour First Line Engineering Team in our Customer Management Centre. This is a great opportunity for someone with tech support experience who is looking to join a company for a long term career with development prospects in the future.
This role is a 12 hour day/night shifts on a 4 on and off rotation, office based in Caldicot.
Responsibilities:
* Taking fault calls via the telephone/email from the Mitel customers and partners;
* Fault diagnosis with the end user and the provision of help and advice;
* Logging fault call information onto Mitel’s SAP, Remedy and Salesforce service management systems using defined procedures to ensure accuracy in the recording of fault data;
* Updating faults with progress information and updating customers;
* Perform scheduled maintenance tasks, upgrades and installations on Mitel equipment remotely.
* Manage planned activities liaising with partners/customers/suppliers where necessary.
Requirements :
* Knowledge in Mitel's product portfolio; or experience in tech support from a telecoms/IT background.
* Have excellent written and verbal communication skills;
* Be able to diagnose complex incidents remotely;
* Have practical experience of fault-finding techniques;
* Have an analytical approach to solving problems;
* Be able to work with minimum supervision;
* Are experienced in the use of a PC, standard desktop applications (i.e. Word, Excel, Outlook) and Windows operating systems