Senior Technical Support Specialist

Job description

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. Please take a moment to look over this opportunity and if interested, feel free to send us your application. If this is not the right opportunity for you, you can also sign up for Job Alerts by creating an account. This will give you a profile that you can use for all future applications, and you will be notified whenever a new position that matches your criteria becomes available. 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: Incident & Problem Management (Primary) Change & Release Management (Secondary) Incident / 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 Proficient in French Previous 5 – 10 years of similar professional experience Additional Skills (Advantageous): ITIL foundation Cloud technologies certification (GCP and/or Azure) #LI-DD1 For more information, visit Why Mitel or follow us on LinkedIn here . 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.