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:
- 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)
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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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What We Do
Powering more than 2 billion connections every day, Mitel helps businesses connect, collaborate and take care of customers. With 45 years of industry leadership, we help businesses connect, collaborate and provide better experiences for their customers. Mitel is trusted by 70 million business users in more than 100 countries. Throughout our long history of industry experience, innovation has been core to Mitel’s DNA – allowing us to become experts in evolving to meet your needs and help you do the same for your customers. It’s why we’re the only company that wakes up every day exclusively focused on helping you take your communications from where they are today to where you – and your customers – need and expect them to be.
