PTS Technical Support Specialist

📋 Description

• • Join Mitel Networks Corporation as a PTS Technical Support Specialist, a pivotal role focused on ensuring the seamless operation and exceptional support of our global Unified Communications (UC) and Systems portfolio.
• • In this position, you will be instrumental in delivering valuable contributions to business success within our dynamic global organization, leveraging your unique attributes, skills, and experience to enhance customer and partner satisfaction.
• • This role is designed for technically versatile individuals who are cognitively driven and possess a strong aptitude for problem-solving within complex technological environments.
• • While prior experience with Mitel products is advantageous, it is not a prerequisite; we are keen to attract talented engineers with a solid foundation in VOIP, networking, security, Unified Communications (UC), or Contact Center solutions.
• • You will undergo comprehensive training across our diverse product suite, equipping you to effectively handle Partner Technical Support (PTS) triage tasks and resolve intricate issues.
• • A core aspect of your role will involve supporting our global partners, ensuring their success and satisfaction by adhering to stringent ISO20000 standards and the ITIL framework.
• • You will act as the primary point of contact for Incident & Problem Management, meticulously diagnosing, troubleshooting, and resolving technical issues to minimize disruption and maintain service continuity.
• • Your responsibilities will extend to secondary involvement in Change & Release Management, contributing to the smooth deployment of updates and system modifications.
• • A key performance indicator will be your ability to respond to and resolve incidents and problems within defined end-to-end service levels, demonstrating efficiency and a commitment to service excellence.
• • You will be adept at providing effective workarounds for identified defects, ensuring minimal impact on users and maintaining operational stability.
• • Engaging with partners will require a high degree of professionalism, clear and concise communication, and a collaborative spirit, fostering strong working relationships.
• • Accurate and thorough documentation of tickets throughout their entire lifecycle is essential, ensuring a clear audit trail and facilitating knowledge sharing.
• • You will be expected to leverage existing Knowledge Base (KB) articles for efficient troubleshooting and actively contribute to the knowledge base by creating and maintaining new articles, thereby enhancing the collective expertise of the support team.
• • This role involves troubleshooting complex issues that are often integrated within a multitude of third-party frameworks, requiring a deep understanding of interconnected systems.
• • You will need to demonstrate the ability to work effectively both independently, taking ownership of issues, and as an integral part of a collaborative team, especially during high-pressure periods or when facing high ticket volumes.
• • Flexibility is key, as you may be required to support tickets outside of regular business hours and potentially travel to customer sites nationally or internationally to address critical issues.
• • Your technical acumen will be applied to Windows Server administration, including in-depth knowledge of services, event logs, registry, and performance tools.
• • Hands-on experience with integrating systems with Active Directory, LDAP, and various virtualised environments will be crucial for seamless system operation.
• • A solid understanding of PBX / VoIP / SIP concepts is fundamental, complemented by experience on any major UC platform such as Cisco, Mitel, Avaya, or Microsoft Teams.
• • You will showcase a demonstrated ability in troubleshooting, performing root-cause analysis, and taking ownership of escalations through to resolution.
• • Strong cross-functional collaboration and stakeholder communication skills are vital for coordinating efforts and ensuring alignment across different teams and departments.
• • Excellent oral and written English proficiency is required, enabling professional engagement with both internal teams and external partners.
• • A commitment to upholding ISO20000 standards and ITIL best practices in all technical and operational activities is non-negotiable, ensuring a high standard of service delivery.
• • Adaptability to different shift patterns will be necessary to provide continuous support.
• • By joining Mitel, you become part of a company committed to achieving workforce diversity and creating an inclusive working environment, where different perspectives, skills, and experiences are valued.