Partner Technical Support Specialist

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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Overview:
We are seeking a highly skilled Senior Unified Communications & Systems Specialist to support our global Mitel portfolio, including next-generation Mitel Contact Center and SBC solutions. While specific Mitel experience is beneficial, it is not mandatory; we are primarily looking for engineers who are cognitively driven, technically versatile, and experienced in VOIP, networking/security, Unified Communications (UC), or Contact Center solutions.

The successful candidate will initially receive training across multiple products to actively contribute to Partner Technical Support (PTS) triage tasks. As expertise is developed, the focus will shift to Global Technical Support (GPS) responsibilities. Ultimately, this role serves as a Tier 3 escalation point, resolving complex issues and supporting our global partners in accordance with ISO20000 standards and the ITIL framework.

Key Responsibilities:

• 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.

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.