We seek a Customer Engineer for our 24-hour First Line Engineering Team. This is a great opportunity for someone with tech support experience looking to join a company for a long-term career with development prospects.
This role involves 12 hour day/night shifts on a 4 on and off rotation, office based in Caldicot.
Responsibilities:
* Taking fault calls via telephone/email from Mitel customers and partners;
* Fault diagnosis with the end user and 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;
* Updating faults with progress information and updating customers;
* Performing scheduled maintenance tasks, upgrades and installations on Mitel equipment remotely;
* Managing 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;
* Excellent written and verbal communication skills;
* Ability to diagnose complex incidents remotely;
* Practical experience of fault-finding techniques;
* Analytical approach to solving problems;
* Ability to work with minimum supervision;
* Experience in using a PC, standard desktop applications and Windows operating systems.