Technical Support Specialist – Contact Center

🕒 April 8

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Mitel

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1972

📡 Telecommunications

🏢 Enterprise

☁️ SaaS

Telecommunications • Enterprise • SaaS

Mitel is a global leader in business communications, providing a comprehensive range of communication and collaboration solutions tailored to the needs of businesses across various industries. Mitel offers unified communications that can be deployed on-premise, via private cloud, public cloud, or hybrid solutions. They specialize in contact center solutions, business phone systems, collaboration tools, and integrational apps to enhance productivity and customer experience. Mitel's services are designed to simplify business communications, ensuring security, compliance, and resiliency, particularly in mission-critical and vertical solutions. Their AI-assisted platform, Mitel CX, aims to create faster and more personalized customer interactions. With a strong focus on industries like healthcare, financial services, government, hospitality, and education, Mitel supports enterprises of all sizes with flexible and secure communications solutions.

📋 Description

• Manage and resolve service requests and incidents through the ITSM platform • Troubleshoot and support Contact Center solution components, including both hardware and software, which may involve elements of the customer’s infrastructure • Perform system updates, configurations, and maintenance activities using customer-provided tools • Escalate complex issues to appropriate internal or external vendors as required • Collaborate with customer technology teams to diagnose and restore service availability • Document solutions and troubleshooting procedures by creating and maintaining Knowledge Base articles for complex issues • Monitor and meet established Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction

🎯 Requirements

• Based in USA • Associate’s or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent work experience) • Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs • Familiarity with VoIP and unified communications concepts • Exposure to or willingness to learn Mitel collaboration and contact center platforms • Strong troubleshooting and problem-solving skills in technical environments • Basic knowledge of Windows operating systems and common enterprise applications • Ability to manage and track incidents and service requests using an IT Service Management (ITSM) tool • Strong written and verbal communication skills with the ability to interact with technical and non-technical users • Ability to work in a team environment and manage multiple priorities • Availability to participate in on-call rotations or shift work if required • Internship or hands-on experience supporting VoIP, telephony, or unified communications systems (Advantageous) • Exposure to SIP, call routing, or contact center technologies (Advantageous) • Basic knowledge of network troubleshooting tools (ping, traceroute, packet capture) (Advantageous) • Industry certifications such as CompTIA Network+ or vendor-specific telephony certifications (Advantageous)

🏖️ Benefits

• Affordable Medical, Dental, Vision, Life and Disability Insurance • Matching 401(k) plan • Paid time off (holiday, vacation and sick) • Employee Assistance Program • Reward and Recognition Programs