Mitel
From Mitel's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers.
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.
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
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
ITIL foundation
Cloud technologies certification (GCP and/or Azure)
#LI-DD1
To ensure our hiring process is fair, efficient, and transparent, we want to inform all applicants that we may use Artificial Intelligence (AI) technologies, including third party tools to screen resumes and match candidates to job opportunities based on their skills and experience. All applications are also reviewed by our hiring team, and final decisions are made by our hiring managers. Kindly review our privacy policy (Mitel Privacy Policy) for more information and to understand how to exercise any of your rights.
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.
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