Focus Group

Engineer

• 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.

2nd Line Engineer, Mitel

Pre-sales Engineer

• Attend meetings with prospective and existing customers to determine technical and business requirements and ensuring that all required information is collated prior to producing a solution.
• Provide technical solutions in a professional manner and to agreed timeframes, seeking guidance from the technical teams on best practice and suitability.
• Create and confidently deliver technical presentations internally and externally.
• Deliver training on solutions and provide product support to Business Development Managers, Account Managers & channel partners.
• Create design configuration documentation, based on proposed solutions, including network diagrams and technical design.
• Work with the Product Team to feedback on issues with current products and provide input around new products.
• Meet individual and team KPI’s in relation to deal closure where pre-sales involvement has been provided.

Technical Pre-Sales Consultant

Support Engineer

• Provide a first-class service to Focus Group customers through handling of 2nd line service queries as part of the Product Services team.
• Responsible for cases functionally escalated from 1st line, ensuring these are assigned and progressed in priority order.
• Be available for overflow calls from the 1st line team and meet any agreed personal call targets.
• Diagnose, log, action and follow through to resolution cases, including escalations while keeping the customer informed of progress; identify when a case cannot be fixed remotely and route to Field Allocation for a site visit.
• Troubleshoot hardware and software problems and configure applications and systems.
• Drive outbound calling to resolve cases in a timely manner and avoid delays where possible.

Technical Support Advisor, 2nd Line – Telco

Sales

• Deliver outstanding customer service at all times
• Provision of mobile orders for all major networks via Wholesale and Distribution carriers
• Assist and support mobile sales team
• Direct interaction with client and sales team via email, calls and face to face
• Managing customer accounts
• Updating system for handset orders and invoicing
• Handset purchasing through 3rd party suppliers
• Answering questions about products and services
• Monitoring calls and ensuring call waiting is kept to a minimum
• Communicating with different sectors of the business

Sales Support, Mobiles

• Provide 3rd-level technical support across Microsoft Azure, DevOps, Terraform, and IaC environments
• Troubleshoot and resolve complex technical issues quickly and effectively
• Monitor and maintain cloud infrastructure to ensure security, performance, and reliability
• Use automation tools (Terraform, ARM/Bicep, Azure CLI) to deliver scalable and consistent infrastructure solutions
• Collaborate with DevOps teams to optimise CI/CD pipelines and streamline development lifecycles
• Ensure cloud environments comply with security and governance best practices
• Create clear documentation and share knowledge with colleagues and stakeholders
• Stay at the forefront of emerging cloud technologies and apply them to improve support services

2nd Line Engineer, Mitel

Technical Pre-Sales Consultant

Technical Support Advisor, 2nd Line – Telco

Sales Support, Mobiles

Support Engineer, 3rd Line