Senior Technical Support Specialist (VoIP)
Plano, TX

Job Description

Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications.

With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.

The Sr. Technical Support Specialist provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. If you are an accomplished problem solver well versed in reading Wireshark traces analyzing SIP messaging to determine the cause of VoIP issues, this is the opportunity for you.

This position is located in Plano, TX.

Job Responsibilities:

* Provides high-level technical support to Enterprise customers and partners.
* Actively participates in high-level technical project implementations aimed at Enterprise customers and partners.
* Provides installation, maintenance, MAC troubleshooting and remote support services to Enterprise customers and partners.
* Develops and builds technology competence through launching and supporting new product market introduction and field trials.
* Assists in initial knowledge transfer upon new product release.
* Assists with developing and implementing training programs associated with various product lines.
* Serves a critical role in supporting the Partner Growth Program for new Enterprise channels and customers.
* Responsible for providing escalated remote support for various product lines including software and/or hardware systems, sub-systems and/or applications, and IP network configurations for customers or field personnel utilizing telephone and remote diagnostic capabilities.
* Responsible for delivering educational services and support prior to, during and after the product sales process.
* Supports end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation.
* Provides solutions for a diverse range of moderately complex problems.
* May include supporting 3rd party products and occasional on-site support.
* May be required to provide 24-hour on-call service either on a scheduled or ad hoc basis.

Qualifications:

* Bachelor's Degree in a related field, preferred. May substitute equivalent combination of education and experience in addition to minimum experience requirement.
* Experience in the telecommunications industry required
* Well versed in reading Wireshark traces analyzing SIP messaging
* VoIP system experience, with knowledge of some of the following protocols: SIP, RTP, TLS, SMTP, SNMP, Security and encryption techniques.
* Four (4) or more years of IP Network Configuration related job experience (specific to configuring routers, switches, and Edge devices)
* Strong working knowledge of data communications (TCP/IP, Layer 2 Technologies, UDP, QoS Firewalls, Networking).
* Ability to work with internal and external customers, draft user documentation and training.
* Analytical skills to support installation, maintenance, MAC, troubleshooting and remote support services.
* Exceptional customer service skills and focus on customer satisfaction and quality service.
* Be a self-starter, with initiative, energy, commitment and eagerness to learn.
* Completion of any related Certified Professional Coursework.

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.

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