Mitel

Support Engineer

• 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

PTS Technical Support Specialist

Full-stack Engineer

• Responsible for localized bug fixes and minor feature enhancements under supervision.
• Scope of a given task typically resides within one module.
• Understanding and application of zero-defect policy (not adding defects with changes).
• Ensuring expected quality and manner while completing all tasks and obligations defined by superiors.

Junior Software Developer

• 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.

Partner Technical Support Specialist

• Provide Tier 3 support for a multi-component UC/web application platform (Windows Services, IIS Web Apps, SQL databases, directory integrations).
• Troubleshoot complex issues across web services, authentication, AD sync processes, calendar APIs, and UC presence data.
• Support integrations with Active Directory, Exchange/Office 365/Google Calendar APIs, PBX/telephony systems, and LDAP directories.
• Maintain and enhance Windows-based services, including WCF service bindings, IIS configuration, certificates, and application logs.
• Perform advanced diagnostics using SQL queries, Windows Event Logs, service logs, and network traces.
• Assist with deployment and configuration of application components across intranet/DMZ environments.
• Develop scripts (e.g., PowerShell) to automate monitoring, maintenance, and system health checks.
• Collaborate with infrastructure, networking, and UC teams to ensure uptime, reliability, and seamless integrations.

Senior Technical Support Specialist

Operations

• Works directly with and supports the sales teams to ensure high level of CRM data quality and drive overall CRM governance
• Supports the weekly forecast process in CRM
• Supports implementation and roll-out of new CRM features and modules including user testing
• Supports tactical implementation of sales initiatives and programs across the sales theatre including new tools, internal Spiff and Channel reward programs
• Supports training with CRM users within the sales areas
• Ensuring the integrity of the data held on CRM and business databases and ERPs
• Undertaking quality control, data migration and cleansing for the sales areas
• Providing support to the sales areas in all areas of CRM implementation and use
• Working with sales areas to improve the regional forecasting processes to ensure on time
• Track and identify "at risk" revenues, communicating regularly with sales areas to ensure that follow up activity is taking place
• Coordinating centralised sales, account and sales-activity reporting
• Undertakes training in business processes and CRM for new sales team employees

Sales Operations Coordinator

Marketing

• Partner with the Communications leader to execute key initiatives across corporate marketing and communications
• Build and maintain a structured library of Mitel’s core messaging, proof points, and communications assets for use across the company
• Lead the development of a customer story program, sourcing, writing, and packaging impactful stories that resonate with our audiences
• Collaborate cross-functionally with teams across corporate marketing (PR/media, brand, social, partner comms, internal comms, product marketing, content marketing) to ensure we deliver compelling and relevant content to key audiences
• Support communications planning and reporting, including tracking KPIs and managing content calendars
• Assist with the execution of quarterly town halls, strategic announcements, and high-profile initiatives
• Ensure message consistency across multiple channels and help identify opportunities to evolve and improve communications

Corporate Marketing Manager

Sales

• Identify, research, and target enterprise organizations
• Engage senior IT and business leaders
• Lead the full enterprise sales process
• Develop tailored proposals and business cases

Enterprise New Business Sales

Account Manager

• Build and develop joint business plans with each assigned partner and manage sales strategies with designated partners through consultative relationship building.
• Expand sales and revenue opportunities for Mitel by increasing demand generation with assigned partners.
• Enhance partners’ effectiveness within the Mitel Global Channel Partner Program and increase Mitel’s brand awareness and mindshare among partners by: Broadening their knowledge of Mitel’s solutions to include articulating how Mitel’s services and solutions can add value to the partner’s business including features, benefits and requirements of all Mitel’s offerings, providing training on how partners can more effectively market, generate demand, sell, deploy and support, drive compliance with required training and certifications, .
• Coordinate partner access to pre-sales resources, including Sales Engineering, Field Marketing, overlay resources, and other internal Mitel departments/resources as appropriate.
• Resolve partner-related issues and sales conflicts in an ethical and fair manner aligned with Mitel’s rules of engagement, as well as in a timely fashion.
• Meet with partners, participate in joint sales calls to customers and assist partners in closing opportunities as required.
• Coordinate local partner participation in events.
• Drive product and promotions and programs into partner organizations to maximize revenue.
• Coordinate partner access to post sales resources including: provisioning, programming, technical support and customer success as appropriate.
• Monitor the issue with the partner through resolution.
• Drive partner success metrics with revenue, growth, retention and churn.
• Expand sales and revenue opportunities for Mitel by increasing demand generation with assigned partners.