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Associate Technical Support Specialist

Mitel - careesma

Location Bengaluru, India

Posted 27-August-2021

Description

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.

Please take a moment to look over this opportunity and if interested, feel free to send us your application. If this is not the right opportunity for you, you can also sign up for Job Alerts by creating an account. This will give you a profile that you can use for all future applications, and you will be notified whenever a new position that matches your criteria becomes available.

Overview:
This is a Voice and data support position in the Off Hours support team of Mitel Cloud Services. Primary responsibilities as support agent is to provide technical assistance and support to our Mitel Cloud customers When a problem impacts the customers telephony or network, team investigates problems, performs troubleshooting by following the operating procedures. This may include escalating to next support level or coordinating with third-party vendors, customer contacts, or other IT teams. Agents should posses

Responsibilities

Troubleshooting, diagnosing and resolving PBX/VoIP/Contact centre and network related issues reported by Mitel cloud customer

Coordinate with Service provider, internal teams to fix issues in timely manner

Ability to work a flexible schedule. Open for night shifts.

Escalate to Tier 2 team when required

Carrier escalations

Timely completion of Mitel training and certification courses as assigned

Requirements :
Minimum two years of technical support experience in managing global customers; preferred in VOIP domain

Any Graduation/Post Graduation

Experience in supporting telecom/EPBX/UC and Contact centre products

Basic knowledge on telecom/VoIP protocols like H323 suite, SIP

Basic knowledge of IP networking protocols like TCP/TLS, UDP, DHCP, RTP/SRTP

Knowledge of wireless technologies such as 802.11 a/b/g and Dect phones

Hands on experience of working on LAN WAN related issues

Excellent written oral communication skills.

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.