Mitel

Partner Technical Support Specialist

Mitel

full-time

Posted on:

Location Type: Hybrid

Location: Curitiba • Brazil

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Tech Stack

VoIP

About the role

  • 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.
Benefits
  • Professional development opportunities
  • Flexible working hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Windows Server administrationActive DirectoryLDAPvirtualized environmentsPBXVoIPSIPtroubleshootingroot-cause analysisISO20000
Soft Skills
cross-functional collaborationstakeholder communicationprofessionalismclear communicationflexibilityteamworkindependenceproblem-solvingownership of escalationsengagement
Certifications
ITIL