3rd Line Mitel Engineer CoE

We’re Hiring – Technical Engineer – Mitel CoE 3rd Line

Salary – Up to £40,000 (DOE)

Location – This hybrid role is based in Shoreham-by-Sea, with occasional travel to customer sites.

• 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.

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.

You will be responsible for delivering high-quality telephony and IT network products to new and existing customers. This includes installations, surveys, training, troubleshooting, and system maintenance. You will also provide 3rd Line support and guidance to the 2nd Line engineering team. Flexibility to travel UK-wide and occasional overnight stays is required.

• Provide hybrid support: help desk cases, project delivery, and field visits.
• Conduct site and remote surveys to validate planned solutions.
• Install and configure telephony and IT network products, ensuring smooth deployment and customer handover.
• Deliver training sessions (on-site, remote, or interactive) for customers and internal teams.
• Install infrastructure components including cabling, telecoms, and networking equipment.
• Diagnose and resolve technical faults on-site and remotely, meeting SLA targets.
• Communicate effectively with suppliers and internal teams to ensure seamless implementation.
• Produce detailed technical documentation for project handovers.
• Maintain compliance with Health & Safety standards, including risk assessments.

• Strong knowledge of Mitel Hosted and On-Prem systems, including MiCollab, MiCC, MiBG, and MPA.
• Experience with Mitel integration with Active Directory and MiR (ASC) call recording.
• Understanding of ISDN, SIP, and analogue technologies; ability to diagnose faults effectively.
• Solid IT and networking knowledge, including VPNs, VLANs, and network topologies.
• Ability to use network analysis tools (e.g., Wireshark) for troubleshooting.
• Familiarity with cabling standards (Cat5/Cat6, CW1308).
• Proficiency in Microsoft Office applications, especially Excel.
• Excellent communication skills; able to adapt to different audiences and prioritize tasks.
• Flexible to travel UK-wide; valid full UK driving licence required.

• Experience with cloud telephony platforms and VoIP technologies beyond Mitel.
• Knowledge of virtualization technologies (VMware, Hyper‑V).
• Familiarity with firewall configuration and advanced network security principles.
• Exposure to Microsoft Teams telephony integration.
• Understanding of contact centre solutions and advanced call routing.
• Certifications such as Mitel Technical Specialist, CompTIA Network+, or Cisco CCNA.
• Experience in project management or coordination of technical deployments.

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.