Managed Service Desk Engineer

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Service Desk, 1st line support, 2nd line support, support engineer, Mitel Engineer, Engineer, Mitel-certified, Managed service, MBG, MiVB, MiCC, VOIP, MiCollab, Desktop Devices, Redbox, Unified Communications, Wireless, 2ND Line, 3rd Line

Role: Managed Service Desk Engineer

Location: High Wycombe + Home Based working

Salary: £23,000 - £27,000 per annum + Bonus

Our leading client requires a Service Desk engineer to be based on client site in High Wycombe.

You will be the first point of contact for customer cloud based IP telephony requests and trouble-shooting of VoIP solutions

The role:

*To monitor Incidents to ensure that the appropriate action is being taken to meet SLA.

*Manage calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.

*Contact third party suppliers to log support calls, get updates on open support calls or request technical support.

*Thoroughly triage all incidents determining where the issue lies, IP Telephony, WAN, SIP etc.

*You will be required to work in a small team within the Managed Services team delivering remote support covering a rota 08.00-18.30 and providing on call support outside these hours.

*Listen to customers and communicate verbally and electronically in a clear, professional manner.

Technical requirements:

*First Line support experience of a busy service desk

*MS Office packages

*The ability to prioritise while under pressure

*Experience in the support of VoIP infrastructure technologies and VoIP protocols.

*Experience dealing with customers, over the phone or face to face

*Knowledge of IP Protocols / Networking including LAN / WAN / switches and routers

*Knowledge of Mitel's products including MiVoice Business, MiCollab, MiCC contact centre, IVR, ACD desirable or alternative vendor such as Avaya or Cisco Voice

Qualifications:

*Mitel MCA or MCP level or equivalent vendor

*CCNA (desirable)

*ITIL Foundation (desirable)

If you are interested in this role please contact Craig Calvert : [email protected]

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.