2nd Line Mitel Engineer

We’re Hiring – Technical Support Advisor 2nd Line - Mitel MiVB

Salary – Up to £30,000 (DOE)

Location – Manchester

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

We're looking for someone to join our Technical Support team, where you'll provide remote 2nd line support and help deliver telephony and IT network solutions. You'll be the go-to expert for troubleshooting, configuring, and installing Mitel-based systems across a range of sectors. From handling incidents and service requests to supporting Mitel clusters and tools like MiCollab, MiCC, MiBG, and MPA, you'll play a vital part in keeping our customers connected and supported.

Key Responsibilities:

• Resolve technical faults both remotely and on-site across all supported products, ensuring SLA compliance and high levels of customer service.
• Collaborate with Mitel and third-party support partners to progress and resolve technical issues.
• Conduct site and remote surveys to assess solution suitability and customer requirements.
• Perform system upgrades and fault investigations, including out-of-hours work when necessary.
• Join the Oncall rota to provide 24/7 support for Mitel customers
• Provide training and support to service functions and other engineers.
• Ensure safe working practices and maintain company equipment in good condition.

Skills & Experience:

• Mitel certification on Mitel MiVB, MBG and MiCollab.
• Strong understanding of Mitel Hosted and On-Premise telephone systems.
• Experience with Mitel clusters and associated products (MiCollab, MiCC, MBG, MPA).
• Proficient in diagnosing faults across ISDN, SIP, and analogue technologies.
• Solid IT and networking knowledge, including VPNs, VLANs, and network topology.
• Skilled in using diagnostic tools such as Wireshark.
• Ability to produce detailed technical documentation and handovers.
• Valid full UK driving licence and willingness to travel nationwide.

Nice to have:

• Strong general IT skills and IP literacy.
• Knowledge of MiR (ASC) call recording.
• Proven experience in the telecoms industry.
• Proficiency in Microsoft Office applications, especially Excel.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!