IT Field Engineer

About Our Client

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.

Job 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.

The Successful Applicant

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

• 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.