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.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: Problem Management (Primary)Change & Release Management (Secondary)Problem ManagementRespond to and Resolve the Incident and Problem tickets within the end-to-end service levelsProvide a workaround to minimize the impact of defects to the end-userEngage Partners in a professional and friendly mannerEnsure tickets contain all necessary details throughout its lifecycleUse Knowledge Base articles for incident / problem troubleshootingCreate and maintain Knowledge Base Articles (KBA’s)Troubleshooting of complex customer issuesConfirm fixes for customer issues in the labHave the flexibility to see incidents progressed out of hours (24/7 callout for Critical escalations)Be willing to visit Customer Sites both nationally and internationallyBe able to deal with pressure periods e.g. high volume of callsBe able to work in a team and individuallyChange / Release ManagementTest patches / loads within lab to confirm fixBe part of the New Product Introduction Process (NPI)Help develop and Pre-GA Training requirementsConfirm accuracy of Technical documentationBe part of the early testing of the ApplicationInternal Field TrialsExternal Field TrialsBe willing to perform Technical Workshops to help increase knowledge of the ApplicationRequirements: Knowledge of IP, VoIP, Networking, Virtualization, Linux and Microsoft Windows ServerKnowledge of the full application development life cycle and agile methodologiesExcellent Customer Service skillsStrong analytical troubleshooting skillsProficient in EnglishFrench skills are a plus for the rolePrevious 5 – 10 years of similar professional experienceAdditional Skills (Advantageous):ITIL foundationCloud technologies certification (GCP and/or Azure)#LI-DD1To 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 review...