2nd Line Mitel Support Engineer

About the job

Would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who were awarded Company of the Year and the Business Growth award at the Surrey Business Awards 2022? 

Due to our impressive consistent growth and strong ambitions within the IT & Telecoms sector. We are seeking an experienced 2nd Line Telecom Support Engineer with a specialization in Mitel 3300. The candidate should be an expert in supporting and maintaining Mitel 3300 phone systems and infrastructure. The role primarily focuses on 2nd level telecommunications support, handling customer incidents and escalating technical issues to 3rd Line and providing technical guidance to 1st and 2nd line support engineers.

Join our Service Delivery Team

As an individual you will need to have And able to provide a current Mitel training transcript and a high level of personal motivation, a willingness to adapt in a fast-paced environment and be an effective communicator.

Additionally, you will be responsible for:

    Providing exceptional 2nd line Mitel 3300 technical support to clients over phone, email, or ticketing systems.

    Undertaking a proactive approach to identify and prevent technical issues by regularly monitoring the customer's systems.

    Maintaining exceptional product knowledge of the Mitel 3300 portfolio, including MiVB, MBG, MiCollab, MiCC, keeping up to date with industry standards.

    Running diagnostics and troubleshoot complex technical issues on Mitel 3300 platforms

    Maintaining documentation of technical issues and resolutions, ensuring that it is kept up to date and accurate

    Providing technical guidance to the 1st and 2nd line support engineers as appropriate

    Completing root-cause analysis and provide recommendations to solve identified problems

    Identifying trends in technical issues and proactively recommend solutions to mitigate them

    Providing onsite support to customers, as required

    Managing priority escalations in a customer facing environment

Salary £35-£40k DOE

25 Days Holiday + 8 Bank Holidays

Optional Hybrid working or Remote with occasional visits to the office (Reigate)

Other organisations may call this role Mitel Support Engineer, Telecoms Engineer or Third Line Telecoms Support.

Who are we looking for?

We are seeking a 2nd Line Telecom Support Engineer with:

    Mitel MiVB, minimum 5 years’ experience and Mitel certification

    Mitel MiCollab, minimum 4 years’ experience and Mitel certification

    Mitel MiCC, minimum 3 years’ experience and Mitel certification

    Mitel MPA, knowledge, and experience

    Minimum 5 years’ helpdesk experience

    Voice recording experience

    Experience in hosted VoIP system, Gamma, 8x8, MS Teams will also be needed as part of this role

    SIP and networking knowledge

    PABX and Network Hardware/Software Applications trained

    Experience of carrying out IP-based installations. LAN/ WAN/SIP Fundamentals, preferably at CCNA or CTP level

    Experience of managing escalations, working closely with the manufacturers to successful resolution. Able to demonstrate focused customer care skills, both on site and remotely

    High level of personal motivation & ability to communicate at all levels

    Positive attitude and behaviour, as well as trustworthy, credible and reliable nature

What can Opus offer you?

•    Free daily breakfasts in the office

•    Regular companywide events

•    Monthly 'shining star' employee recognition awards

•    Pension and life insurance

•    Refer a friend scheme (£1,000)

•    Mental health, financial and legal support

•    Training and development plans

•    State of the art offices

•    Option to buy and sell holiday

Culture is important to us as are our values

Our aim is to attract, develop and retain the industries most talented people, and we’re keen to hear from individuals that have the same values as we do and want to work in an inclusive, friendly, and supportive environment.

    Aim High and Think Big

    Keep Learning

    Work Together

    Respect Each Other

    Make it Personal

    Never Ever Give Up

30 years of success the Opus way

Established in 1992, with over 110 employees, Opus is an independent, privately-owned technology provider, based in Reigate, Surrey integrating best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide. Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Mitel, 8x8, Cirrus, Five9, Gamma where we have achieved platinum partner status. 

We deliver outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.

We are a Disability Confident employer and Living Wage accredited.

Become part of our success story

If you are seeking your next exciting challenge as a 2nd Line Telecom Support Engineer, please hit the apply button and remember to attach your CV and a covering email explaining why you would be the ideal candidate for this role