24hour Technical Support (Day/Night Shifts)

at  Mitel

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.
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Overview:
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

For more information, visit
Why Mitel
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Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community

• 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