PTS Technical Support Specialist

🕒 March 10

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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

• Serve as primary point for Incident & Problem Management, with secondary involvement in Change & Release Management. • Respond to and resolve incidents and problems within defined end-to-end service levels. • Provide effective workarounds to minimize user impact from defects. • Engage partners with professionalism, clear communication, and a collaborative approach. • Ensure tickets are accurately documented throughout their lifecycle. • Leverage existing Knowledge Base articles for troubleshooting and contribute by creating and maintaining new KBAs. • Troubleshoot complex issues that are integrated within a multitude of third party frameworks. • Work effectively both independently and as part of a team, including during high-pressure periods or high ticket volumes. • Demonstrate flexibility to support tickets outside regular hours and travel to customer sites nationally or internationally when required.

🎯 Requirements

• Strong experience in Windows Server administration, including services, event logs, registry, and performance tools. • Hands-on experience integrating with Active Directory, LDAP, virtualized environments. • Solid understanding of PBX / VoIP / SIP concepts, with experience on any UC platform (Cisco, Mitel, Avaya, Teams, etc.). • Demonstrated ability in troubleshooting, root-cause analysis, and ownership of escalations. • Strong cross-functional collaboration and stakeholder communication skills. • Excellent oral and written English, with the ability to engage professionally with internal teams and external partners. • Commitment to following ISO20000 standards and ITIL best practices in all technical and operational activities. • Shift Pattern flexibility.

🏖️ Benefits

• Flexible working arrangements • Professional development opportunities