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- Tasks: Provide 24-hour technical support, diagnosing faults and assisting customers via phone and email.
- Company: Join Mitel, a global leader in business communications with over 70 million users worldwide.
- Benefits: Enjoy flexible shifts, career development opportunities, and a diverse, inclusive work environment.
- Other info: Work in Caldicot with a 4 on/off shift rotation; perfect for tech enthusiasts!
- Why this job: Be part of a dynamic team that values your skills and offers long-term career growth.
- Qualifications: Tech support experience, strong communication skills, and proficiency in desktop applications required.
The predicted salary is between 36000 - 60000 £ per year.
By providing any personal data to Mitel (including sensitive personal data) through this website or email addresses provided on this website, you consent to Mitel’s processing and use of your personal data for recruitment purposes and the transfer of your data within Mitel and/or to third parties throughout the world as necessary to process your job application. For more information about the way Mitel handles your personal data, please review our candidate privacy policy here: https://www.mitel.com/legal/gdpr.
24hour Technical Support (Day/Night Shifts)
Apply locations: Caldicot | Time type: Full time | Posted on: Posted 7 Days Ago | Job requisition id: R011990
At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.
Please take a moment to look over this opportunity and if interested, feel free to send us your application. If this is not the right opportunity for you, you can also sign up for Job Alerts by creating an account. This will give you a profile that you can use for all future applications, and you will be notified whenever a new position that matches your criteria becomes available.
Overview:
We currently have a vacancy for a Customer Engineer working as part of the 24-hour First Line Engineering Team in our Customer Management Centre. This is a great opportunity for someone with tech support experience who is looking to join a company for a long-term career with development prospects in the future.
This role involves 12-hour day/night shifts on a 4 on and off rotation, office based in Caldicot.
Responsibilities:
- Taking fault calls via telephone/email from Mitel customers and partners;
- Fault diagnosis with the end user and providing help and advice;
- Logging fault call information onto Mitel’s SAP, Remedy, and Salesforce service management systems using defined procedures to ensure accuracy;
- Updating faults with progress information and informing customers;
- Performing scheduled maintenance tasks, upgrades, and installations on Mitel equipment remotely;
- Managing planned activities liaising with partners, customers, and suppliers as necessary.
Requirements:
- Knowledge of Mitel\’s product portfolio or experience in tech support from a telecoms/IT background;
- Excellent written and verbal communication skills;
- Ability to diagnose complex incidents remotely;
- Practical experience of fault-finding techniques;
- Analytical approach to problem-solving;
- Ability to work with minimum supervision;
- Proficiency in PC use, standard desktop applications (Word, Excel, Outlook), and Windows OS.
#LI-IK
For more information, visit \”Why Mitel\” or follow us on LinkedIn.
Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers, and for our future. We value different perspectives, skills, and experiences, and welcome applications from all sections of the community.
About Us
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.
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24hour Technical Support (Day/Night Shifts) employer: Mitel Networks
Contact Detail:
Mitel Networks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 24hour Technical Support (Day/Night Shifts)
✨Tip Number 1
Familiarise yourself with Mitel's product portfolio. Understanding their technology and services will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your fault diagnosis skills. Since the role involves troubleshooting, being able to articulate your problem-solving process can set you apart from other candidates.
✨Tip Number 3
Prepare for shift work discussions. Be ready to explain how you manage your time and maintain productivity during long shifts, as this role requires a commitment to a 12-hour day/night rotation.
✨Tip Number 4
Showcase your communication skills. Since you'll be interacting with customers and partners, practice explaining technical concepts in simple terms to highlight your ability to connect with diverse audiences.
We think you need these skills to ace 24hour Technical Support (Day/Night Shifts)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the 24-hour Technical Support position. Familiarise yourself with Mitel's product portfolio and the skills needed for the role.
Tailor Your CV: Customise your CV to highlight relevant tech support experience, particularly in telecoms or IT. Emphasise your communication skills, fault diagnosis abilities, and any experience with service management systems like SAP, Remedy, or Salesforce.
Craft a Strong Cover Letter: Write a compelling cover letter that explains why you're interested in the position and how your skills align with Mitel's needs. Mention your problem-solving approach and ability to work independently, as these are key for the role.
Review and Submit: Before submitting your application, double-check all documents for accuracy and completeness. Ensure that your personal data is correctly filled out, as this is crucial for the recruitment process.
How to prepare for a job interview at Mitel Networks
✨Know the Product Portfolio
Familiarise yourself with Mitel's product offerings. Understanding their technology and services will not only help you answer questions more effectively but also demonstrate your genuine interest in the company.
✨Showcase Your Tech Support Experience
Be prepared to discuss your previous tech support roles. Highlight specific examples where you successfully diagnosed and resolved issues, as this will showcase your problem-solving skills and experience relevant to the role.
✨Communicate Clearly
Since the role involves taking fault calls and providing advice, practice articulating your thoughts clearly and concisely. Good communication is key, so consider doing mock interviews to refine your verbal skills.
✨Demonstrate Analytical Skills
Prepare to discuss how you approach problem-solving. Use examples from past experiences to illustrate your analytical thinking and how you diagnose complex incidents, as this is crucial for the role.