Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide 2nd line support for Mitel 3300 phone systems and troubleshoot technical issues.
- Company: Join Opus, a top UK Managed Service Provider, awarded Company of the Year 2022.
- Benefits: Enjoy free breakfasts, monthly awards, pension, and mental health support.
- Why this job: Be part of a growing team with a focus on innovation and customer care.
- Qualifications: 5+ years in Mitel systems, helpdesk experience, and strong communication skills required.
- Other info: Remote work options available; win £2.5k towards your dream quarterly!
The predicted salary is between 24000 - 48000 £ per year.
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.
Key Responsibilities:- 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 troubleshooting 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 providing recommendations to solve identified problems.
- Identifying trends in technical issues and proactively recommending solutions to mitigate them.
- Providing onsite support to customers, as required.
- Managing priority escalations in a customer-facing environment.
- 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 systems, 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.
Region: Any/Remote
Location: Reigate, Surrey
Benefits/Extras:
- Salary c £40k DOE.
- Free daily breakfasts in the office.
- 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.
- Employee Dream Ball - Quarterly chance to win £2.5k towards a dream.
2nd Line Mitel Engineer employer: BPL Business Media Ltd
Contact Detail:
BPL Business Media Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Mitel Engineer
✨Tip Number 1
Familiarise yourself with the Mitel 3300 system and its components. Make sure you can discuss your experience with MiVB, MiCollab, and MiCC confidently, as this will show your expertise during any conversations with us.
✨Tip Number 2
Network with professionals in the telecoms industry, especially those who work with Mitel systems. Engaging in relevant forums or LinkedIn groups can help you gain insights and potentially connect with someone at Opus.
✨Tip Number 3
Prepare to demonstrate your troubleshooting skills. Be ready to discuss specific examples of complex technical issues you've resolved, particularly those related to VoIP systems and PABX installations.
✨Tip Number 4
Showcase your customer care skills by preparing examples of how you've managed escalations and provided support in a customer-facing environment. This will highlight your ability to handle pressure and maintain client satisfaction.
We think you need these skills to ace 2nd Line Mitel Engineer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the 2nd Line Mitel Engineer position. Familiarise yourself with the Mitel 3300 systems and the skills needed for the role.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job description. Emphasise your expertise in Mitel systems, helpdesk experience, and any certifications you hold.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific achievements in your previous roles that demonstrate your ability to provide exceptional technical support.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise to make a strong impression.
How to prepare for a job interview at BPL Business Media Ltd
✨Showcase Your Mitel Expertise
Make sure to highlight your experience with Mitel 3300 systems during the interview. Be prepared to discuss specific challenges you've faced and how you resolved them, as this will demonstrate your technical proficiency and problem-solving skills.
✨Demonstrate Proactive Problem-Solving
Opus values a proactive approach to identifying and preventing issues. Share examples of how you've monitored systems and taken initiative to resolve potential problems before they escalated, showcasing your ability to think ahead.
✨Prepare for Technical Scenarios
Expect to be presented with technical scenarios or troubleshooting questions related to Mitel systems. Brush up on your diagnostic skills and be ready to walk through your thought process in resolving complex issues, as this will reflect your hands-on experience.
✨Emphasise Customer Care Skills
Since the role involves customer-facing responsibilities, be sure to convey your strong customer care skills. Share anecdotes that illustrate your ability to communicate effectively with clients and manage escalations, which is crucial for maintaining client satisfaction.
