James Smith Email & Phone Number

Caldicot

Graduated from the Mitel Apprenticeship scheme and am now employed by Mitel as a 1st line Customer Engineer.

Caldicot

To provide 1st line field engineering support on a range of Mitel and 3rd party products to our direct client base, indirect client base and support a Mitel network of channels.MAIN RESPONSIBILITIES:• To provide first line field technical support for Mitel’s telecommunication equipment and third party products.• To deliver a high standard of customer service.• To respond to SAP Service Notifications or using the clients fault management tools to diagnose and resolve technical faults and meet agreed contractual obligations.• To take ownership of users’ technical issues and identify appropriate solutions to resolve service incidents and requests. Act as the central contact point for field customer incident escalations and be responsible for their progress and closure.• Escalate incidents to other support teams or 3rd Parties following defined procedures and escalation timescales.• To work with third party maintainers to resolve technical issues on voice and data solutions.• Support users with best practice guidance and advice for using their core technology tools, as part of continuous improvement.• Share information and specialist expertise to support colleagues in the successful delivery of their tasks and to assist their professional development.• To create and maintain knowledge articles and update relevant knowledge databases.ESSENTIAL JOB REQUIREMENTS:• Full UK driving License• Professional appearance• Have excellent communication skills especially via the telephone and email• Good organisational skills• High degree of self-motivation• The ability to work under one’s own initiative• The ability to cope in high pressure situations• Have practical experience of fault-finding techniques.• Flexibility for travel anywhere within the UK or overseas• Participation in a call-out rota and perform out-of-hours work when requested.• To work a shift pattern when requested.

High School, It Nvq, In Progress

This is a part of the apprenticeship, to show competent working in the office - demonstrating knowledge of our workplace, and subjects.

High School, I.T, Level 3 Extended Diploma In Ict

Distinction Distinction Merit

High School, Information Technology

GCSE in ICT - Grade: C GCSE in English - Grade: C GCSE in Mathematics - Grade: C GCSE in Business - Grade: C Diploma in Digital.