About Our Client
Our client is a well-established Telecommunications Service Provider who operates between Bristol and Cardiff. They are a SME/MSP business, focusing on providing top-notch services to their customers across the South West & Wales.
Job Description
The IT Field Engineer / Telecoms Engineer will be:
* Providing exceptional technical support to clients on site, over phone, email, or remote access.
* Undertaking a proactive approach to identify and prevent technical issues by regularly monitoring the customer's systems.
* Maintaining exceptional product knowledge of the company's telecoms portfolio, keeping up to date with industry standards.
* Running diagnostics and troubleshooting technical issues.
* Maintaining documentation of technical issues and resolutions, ensuring that it is kept up to date and accurate.
* 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.
* Hybrid working, from offices in Bristol or Merthyr Tydfil, working from home or at the customer premises.
The Successful Applicant
The successful IT Field Engineer / Telecoms Engineer should have:
* Proven track record of 5 years experience on the Mitel product suite.
* Extensive experience with MiVoice Business, MiContact Centre (IVR, Multimedia), MiCollab, MBG (teleworker, SIP).
* Exceptional understanding of SIP signalling, capture and diagnosis, QOS tagging, and VoIP signalling.
* Any experience with Hipath 4K, NuPoint Messenger, MS Teams, 3CX, Gamma (UCaaS, CCaaS) is advantageous.
* 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.
* You should be able to work as an individual or as part of a team to provide the required solution for the Tele-Response customers.
* On occasion, be required to help with support and site installations in some of Tele-Responses offered services such as CCTV, WIFI, IT network, Data and Fibre Infrastructure.
* Full clean driving licence.
What's on Offer
* Annual salary of £40,000- £50,000 per annum.
* Additional earning available through overtime and on call (1 in 3).
* Vehicle Allowance (£5,000) + Phone & Laptop.
* NEST Pension, 25 days annual leave + more.
* A supportive and innovative work culture, good level of progression.
* The chance to work in a company that values technology and innovation.
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