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. 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: Support the Global Sales strategy by delivering excellence in service at all times Although geographically and culturally diverse always work as a "single team" Introduce Products with the best level of quality Drive forward service improvements to continually improve and enable the above Responsibilities: 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) Be able to work in a team or on your own Be able to deal with pressure periods e.g. high volume of calls Have the flexibility to see incidents progressed out of hours Be willing to visit Customer Sites both nationally and international 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 Other: Hybrid role, with office visits being the primary requirement. Proportion to be decided by local management. Be willing to be part of a 24/7 callout rotation for Critical escalations Requirements: Knowledge of IP, VoIP, Networking, Virtualization and Microsoft Windows Server Excellent Customer Service skills Strong analytical troubleshooting skills Proficient in English Proficient in French Additional Skills: Soft skills Very good communication abilities Time management and very good problem solving skills #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. Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications. With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.