3RD LINE TELECOMS SUPPORT ENGINEER

How would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “World Class” in the Best Companies to work for Awards? Established in 1992, Opus integrates 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. https://....uk/blog/best-companies-award Where? Join our Incident Management Team We are seeking an experienced 3rd Line Telecom Support Engineer with a specialization in the Mitel MiVoice Business (MiVB) product suite. The candidate should be an expert in supporting and maintaining Mitel MiVB phone systems and infrastructure. The role primarily focuses on 3rd line telecommunications support, handling escalated technical issues and providing technical guidance to 1st and 2nd line support engineers. Additionally, you will be responsible for: . Providing exceptional 3rd line 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 Opus telecoms portfolio, keeping up to date with industry standards . Running diagnostics and troubleshooting complex technical issues . 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 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 Salary up to £55k + Car Allowance 25 Days Holiday + 8 Bank Holidays Remote based role Who? are we looking for? We are seeking a 3 Line Telecoms Support Engineer with: . A minimum of 5 years 3 line experience on the Mitel product suite . Extensive experience with MiVoice Business, MiContact Center (IVR, Multimedia) MiCollab, MBG (teleworker, SIP) . Exceptional understanding of SIP signalling, capture and diagnosis, QOS tagging and VoIP signalling . Any experience with NuPoint Messenger, MS Teams, Redbox Call Recorder, ASC Call Recorder, 8X8 (UCaaS, CCaaS), Audio Codes, Five9 Contact Center is preferable . 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 Who? are we looking for? We are seeking a 3 Line Telecoms Support Engineer with: . A minimum of 5 years 3 line experience on the Mitel product suite . Extensive experience with MiVoice Business, MiContact Center (IVR, Multimedia) MiCollab, MBG (teleworker, SIP) . Exceptional understanding of SIP signalling, capture and diagnosis, QOS tagging and VoIP signalling . Any experience with NuPoint Messenger, MS Teams, Redbox Call Recorder, ASC Call Recorder, 8X8 (UCaaS, CCaaS), Audio Codes, Five9 Contact Center is preferable . 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 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 Various annual volunteering opportunities Option to buy and sell holiday Employee Dream Ball - Quarterly chance to win £3k towards a dream