Mitel

Technical Support Specialist – Contact Center

Mitel

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Tech Stack

DNSITSMTCP/IPVoIP

About the role

  • Manage and resolve service requests and incidents through the ITSM platform
  • Troubleshoot and support Contact Center solution components, including both hardware and software, which may involve elements of the customer’s infrastructure
  • Perform system updates, configurations, and maintenance activities using customer-provided tools
  • Escalate complex issues to appropriate internal or external vendors as required
  • Collaborate with customer technology teams to diagnose and restore service availability
  • Document solutions and troubleshooting procedures by creating and maintaining Knowledge Base articles for complex issues
  • Monitor and meet established Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction

Requirements

  • Based in USA
  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent work experience)
  • Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs
  • Familiarity with VoIP and unified communications concepts
  • Exposure to or willingness to learn Mitel collaboration and contact center platforms
  • Strong troubleshooting and problem-solving skills in technical environments
  • Basic knowledge of Windows operating systems and common enterprise applications
  • Ability to manage and track incidents and service requests using an IT Service Management (ITSM) tool
  • Strong written and verbal communication skills with the ability to interact with technical and non-technical users
  • Ability to work in a team environment and manage multiple priorities
  • Availability to participate in on-call rotations or shift work if required
  • Internship or hands-on experience supporting VoIP, telephony, or unified communications systems (Advantageous)
  • Exposure to SIP, call routing, or contact center technologies (Advantageous)
  • Basic knowledge of network troubleshooting tools (ping, traceroute, packet capture) (Advantageous)
  • Industry certifications such as CompTIA Network+ or vendor-specific telephony certifications (Advantageous)
Benefits
  • Affordable Medical, Dental, Vision, Life and Disability Insurance
  • Matching 401(k) plan
  • Paid time off (holiday, vacation and sick)
  • Employee Assistance Program
  • Reward and Recognition Programs
Applicant Tracking System Keywords

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

Hard Skills & Tools
IT Service Management (ITSM)networking conceptsTCP/IPDNSDHCPVLANsVoIPMitel collaborationWindows operating systemsnetwork troubleshooting tools
Soft Skills
troubleshootingproblem-solvingwritten communicationverbal communicationteamworktime managementcustomer satisfactiondocumentation
Certifications
CompTIA Network+