24H Technical Support (Day/Night Shifts)

We currently have a vacancy for a Customer Engineer, working within our Service Business, as part of our 24-hour First Line Engineering Team, based in Caldicot South Wales.
This is a great opportunity for someone with experience in IP Telephony or an interest in technology, who is looking to join a company for a long-term career with development opportunities.

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