Senior Technical Support Specialist

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview: Member of global product support team as a Technical Support Engineer. In this role the engineer will cooperate with Partner Technical Support Teams, Design Authorities, Business Partners to ensure excellence in service and improve our Products quality.

Responsibilities on 2 main areas:

• Problem Management (Primary)
• Change & Release Management (Secondary)

Problem Management

• Respond to and Resolve the Incident and Problem tickets within the end-to-end service levels
• Provide a workaround to minimize the impact of defects to the end-user
• Engage Partners in a professional and friendly manner
• Ensure tickets contain all necessary details throughout its lifecycle
• Use Knowledge Base articles for incident / problem troubleshooting
• Create and maintain Knowledge Base Articles (KBA’s)
• Troubleshooting of complex customer issues
• Confirm fixes for customer issues in the lab
• Have the flexibility to see incidents progressed out of hours (24/7 callout for Critical escalations)
• Be willing to visit Customer Sites both nationally and internationally
• Be able to deal with pressure periods e.g. high volume of calls
• Be able to work in a team and individually

Change / Release Management

• Test patches / loads within lab to confirm fix
• Be part of the New Product Introduction Process (NPI)
• Help develop and Pre-GA Training requirements
• Confirm accuracy of Technical documentation
• Be part of the early testing of the Application
  • Internal Field Trials
  • External Field Trials
• Be willing to perform Technical Workshops to help increase knowledge of the Application

Requirements:

• Knowledge of IP, VoIP, Networking, Virtualization, Linux and Microsoft Windows Server
• Knowledge of the full application development life cycle and agile methodologies
• Excellent Customer Service skills
• Strong analytical troubleshooting skills
• Proficient in English
• French skills are a plus for the role
• Previous 5 – 10 years of similar professional experience

Additional Skills (Advantageous):

• ITIL foundation
• Cloud technologies certification (GCP and/or Azure)

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Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.