Telecom Associate Technical Support Specialist
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.

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. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Job Responsibilities

* Provide Administrative duties as they pertain to various customer and employee accounts-Provides Tier 2 level technical support to Enterprise customers and partners
* Provides applicable installation, maintenance, MAC troubleshooting and remote support services to Enterprise customers and partners
* Assist technicians and customers with support for system operations, maintenance, database changes, troubleshooting, remote installations and upgrades
* Perform Incident Report (IR) issue research using available resources such as the ACTS library, ACTS lab, various procedures and on-line documentation
* Perform Moves, Adds, Changes or Deletions (MACD) requests using available resources such as the ACTS library, ACTS lab, various procedures and on-line documentation
* Use various CRM and Database tools to perform regular tasks

Qualifications

* Associates degree preferred
* Experience working in a customer service environment
* Experience with VOIP and networking preferred
* Ability to follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
* Ability to remain professional and courteous at all times
* Customer first mentality
* Excellent verbal and written communication skills
* Must be available to work occasional nights, holidays and/or weekends

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.