Technical Support Engineer - (Hybrid)

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.

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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:

· 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

· Troubleshooting of complex customer issues

· Confirm fixes for customer issues in the lab

· Have the flexibility to analyze incidents progressed out of hours (24/7 callout for Critical escalations)

· Visit Customer Sites both nationally and internationally if required

Requirements:

Minimum:

· at least 4 years of professional experience in a Software/Quality/Support Engineering position preferably within the telecommunications domain

· University degree in Software Engineering/Computer Science or similar discipline

Required:

· Knowledge of IP, VoIP, Networking, Virtualization, Linux and Microsoft Windows Server

· Knowledge of the full application development life cycle and agile methodologies

· Excellent Customer Service skills

· Strong analytical troubleshooting skills, follow-through and problem-solving skills, attention to detail, and communication skills, both verbal and written. Ability to keep pace with rapid changes in enterprise products.

· Fluency in English

Additional Skills (Advantageous):

· ITIL foundation

· Working knowledge of Cloud Computing technologies (Private, Public and Hybrid)

· Cloud technologies certification (GCP and/or Azure)

· Fluency in German
 

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.