We are seeking a hard-working and enthusiastic Field Services Support Technician to join our dynamic team at Progility Technologies.
In this role, you will be responsible for implementing, maintaining, and supporting Unified Communications (UC) and associated systems — with a primary focus on the Mitel OpenScape Voice platform. You will deliver professional technical services both remotely and onsite, providing installation, support, and maintenance to ensure reliable and high-performing communication solutions for our clients.
This position requires a high level of technical expertise on the Mitel OpenScape Voice platform, as well as a solid understanding of broader UC technologies and integrations. Additional knowledge and experience across other Mitel OpenScape systems will be considered highly advantageous. You will work closely with clients and internal teams to resolve technical issues, complete installation projects, and ensure all service requests are fulfilled within agreed SLAs and budgets. The role also includes participation in an on-call roster to maintain consistent service coverage.
Key Responsibilities
Project Implementation
· Provide constructive, detailed technical analysis on project proposals.
· Quickly identify and clearly communicate technical risks associated with projects.
· Attend and actively contribute to all required planning and progress meetings.
· Create accurate testing and implementation plans that mitigate risk and minimise business disruption.
· Execute implementation plans in a professional manner with high attention to detail.
· Proactively alert stakeholders to any issues or impediments that may cause delays to technical works.
· Communicate clearly and effectively with stakeholders to ensure understanding of project progress.
· Accurately record all task time and information in the Service Team's tracking tool.
· During and upon completion of each project, update and create documentation that clearly reflects the work carried out.
Service Requests
· Take ownership of all assigned service requests, prioritising based on severity and ensuring successful restoration within required SLAs.
· Respond promptly to requests, triage probable causes, and arrange appropriate restoration plans with customers.
· Attend site where required to investigate faults or implement restoration plans.
· Engage and coordinate with third-party integrators, suppliers, and internal staff as required to restore service.
· Proactively communicate with all stakeholders to maintain confidence in technical progress.
· Accurately record all tasks, time, and information in the Service Team's ticket tracking tool (Freshservice).
About You
· years' industry work experience.
· Experience in Communications Equipment Installation, Maintenance & Support across SME and Enterprise environments
· Extensive experience and high-level expertise in Mitel OpenScape Voice (essential).
· Additional knowledge of other Mitel OpenScape systems is advantageous.
· SBC, networking and Contact Centre experience desirable.
· Experience in Server builds, Virtual Machines, and VEEAM desirable.
· Ability to absorb and retain information quickly.
· Strong communication skills with the ability to present ideas in user-friendly language.
· Highly self-motivated, detail-oriented, and proactive.
· Proven analytical and problem-solving abilities.
· Experience working in a team-oriented, collaborative environment.
· Current driver's licence and ability to travel to client sites as required.