IT Field Engineer

We are seeking an IT Field Engineer/Telecoms Engineer to be customer centric and present in the field. Ideally based in Bristol or surrounding area. Have a strong 2nd/3rd line technical background working mainly with MITEL (MIvoice business) with knowledge of 3CX or Unify.

Client Details

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.

Description

The IT Field Engineer/Telecoms Enigneer 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 companies 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.

Profile

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

Job Offer

• Annual salary of £40,000- £50,000 per annum.
• Additional earning available through overtime and on call (1in3)
• 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.