Product Features
Blog
Contact Us
Sign In
Mitel Networks
,
London, Greater London
Tier 1 Customer Engineer - Field
Overview
Job Description
Description Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications. With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be. Role Summary To provide 1st line field engineering support on a range of Mitel and 3rd party products to our direct client base, indirect client base and support a Mitel network of channels. Main responsibilities: * To provide first line field technical support for Mitel's telecommunication equipment and third party products. * To deliver a high standard of customer service. * To respond to SAP Service Notifications or using the clients fault management tools to diagnose and resolve technical faults and meet agreed contractual obligations. * To take ownership of users' technical issues and identify appropriate solutions to resolve service incidents and requests. Act as the central contact point for field customer incident escalations and be responsible for their progress and closure. * Escalate incidents to other support teams or 3rd Parties following defined procedures and escalation timescales. * To work with third party maintainers to resolve technical issues on voice and data solutions. * Support users with best practice guidance and advice for using their core technology tools, as part of continuous improvement. * Share information and specialist expertise to support colleagues in the successful delivery of their tasks and to assist their professional development. * To create and maintain knowledge articles and update relevant knowledge databases. * Maintain and develop technical awareness of Mitel service offerings, products and relevant technologies. Participates in product training and accreditation to maintain technical proficiency on new products and applications. * To act in accordance with Mitel's information security policies and to execute particular security processes as required. * Required to report security events or potential events or other security risks to Mitel. * May be required to carry out remote work when requested from Mitel office locations or other locations as directed by your Manager. * May be required to carry out work on a resident basis working from a customer site or some other fixed location. * In Residential sites perform the relevant tasks (Admin, MAC, Capacity planning, Small Project Planning etc) as detailed in the Site Operating Procedure (SOP) document for that client. * To provide detailed and accurate notes in real time on the progression of service notification tasks for internal and external viewing. * To carry out MAC, Installation and Upgrade tasks as required. * To provide detailed problem reports to the Regional Service Manager or Service Delivery Manager using the recognised management tools. * To contribute to Mitel revenues by promoting the products and services available to our client base and report any sales opportunities. * To contribute to Mitel revenues by charging for work not covered by the clients maintenance contract by contacting the Service Delivery Manager for the client or channel support desk. * To comply with all Mitel and Client site specific Health and Safety procedures and requirements. * To be responsible for the security and maintenance of all allocated tools, equipment and inventory. * To participate in the development and implementation of new service products. * Always seek to promote Mitel's interests within the Client's account * During quiet periods, resident engineers must deliver the following: * Minor programming changes to enhance system performance * Co-ordination of MAC work * Scheduling and taking full system backups within core hours * Basic technical advice on system configuration and system capacity * Self-improvement and Accreditation renewal utilising MOL and LMS learning packages. Additional key skills: * Have proven analytical, evaluative and problem-solving abilities. * Position requires considerable interpretation of data, independent judgment, and product knowledge in order to handle varied situations. * Computing or an Engineering qualification would be advantageous. * Intermediate to advanced level knowledge of methods of remote access would be advantageous. * Due to the requirements of our customers the job holder will be required to undergo security clearance. * Demonstrates the ability to see issues from the client's perspective. Addresses client enquiry's, requests, complaints and recommendations and keep the client informed. * Demonstrates enthusiasm for continuous improvement. * Will work with colleagues to achieve common goals and objectives. Will demonstrate flexibility, with openness and mutual respect for others. * Understand the Service Delivery Management Key Performance Indicator