Innovatia Inc. Looking for Mitel Technical Support Specialist at Remote

Innovatia Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Specialist, where you will leverage your expertise in Mitel Unified Communications and VoIP to provide exceptional technical support. This role involves troubleshooting complex IT networks and PBX systems while working remotely to resolve customer issues. You will be part of a dynamic team, ensuring that customers receive the best service possible. With a strong focus on employee wellness and growth opportunities, this innovative firm is dedicated to fostering a collaborative environment where your contributions will be valued and recognized. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Employee wellness program

Robust reward and recognition programs

Growth and learning opportunities

Comprehensive Health Insurance

Company Profit Share Program

Qualifications

• 2+ years of experience supporting Mitel Products and telecommunications.
• Strong foundation in networking, VoIP, and advanced troubleshooting skills.

Responsibilities

• Provide top-quality technical support for IT networks and PBX Systems.
• Document troubleshooting steps and maintain customer communication.

Skills

Mitel Unified Communications (UC)

VoIP

TCP/IP

LAN/WAN Routing

SIP (Session Initiated Protocol)

Wireshark

Advanced Troubleshooting

Server Hardware Knowledge

Education

Minimum 2-year certification program in IT/Telecommunications

Bachelor of Engineering or equivalent work experience

Tools

Customer Relationship Management Systems

Linux Red Hat

Job description

Technical Support Specialist (Mitel) – Unified Communications

Location: Remote India

The Innovatia group of companies delivers innovative solutions on a global scale. Our four businesses provide dynamic content solutions, high-quality technical support services, powerful procedure management, and process flow software tools. Innovatia delivers business solutions to some of the world’s leading Fortune 500 companies who recognize our commitment to value, quality, and innovation.

Key Responsibilities:

1. In-depth communication skills to provide technical knowledge transfers to our end-user community and service technicians as part of our Global Voice Operations team.
2. Provide top-quality technical support and troubleshooting for Information Technology networks, PBX Systems, and ancillary equipment such as voicemail.
3. Work remotely to resolve customer issues utilizing skills, knowledge, and experience with call quality issues in VoIP environments.
4. Collect and analyze packet trace information and create reproductions of customer environments.
5. Document all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
6. Flexible work schedule is required; must be able to work weekends when necessary. Some on-call work may be required.

Personal Attributes:

1. Well organized with the ability to leverage best practices and innovate through any problem with a can-do attitude.
2. Excellent verbal and written communication, interpersonal, and customer service skills.
3. Self-starter, able to work independently and as part of a team in a fast-paced environment.
4. Excellent team player with the ability to manage Customers and Partners.
5. Time management and prioritization skills.
6. Ability to work in a reporting environment.
7. Keep the customer informed through continued communications while working on a resolution.

Skills and Qualifications:

1. Preferably 2+ years of experience supporting Mitel Products.
2. A minimum of 2 years’ experience supporting telecommunications and related experience in Data Networking as it applies to telecommunications.
3. Primary Skill: Mitel Unified Communications (UC).
4. Experience in networking with a strong foundation in LAN/WAN routing, switching, and TCP/IP, VoIP.
5. Experience in VOIP and SIP (Session Initiated Protocol), Frame Relay, PPP, and MPLS networks.
6. Understanding of Server Hardware.
7. Knowledge of Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, Moves, Adds, and changes.
8. Advanced troubleshooting skills.
9. Knowledge of Wireshark, network sniffs, etc.
10. Strong familiarity and experience installing, administrating, troubleshooting, and maintaining VOIP/SIP solutions and applications.
11. Linux Red Hat distributions.
12. Technical experience in UC platforms Telecommunications industry.
13. Networking certifications such as CCNA, MCP, VCTA, VCP are an asset.
14. Minimum 2-year certification program in IT and/or telecommunications or a Bachelor of Engineering or equivalent work experience.
15. Hands-on work experience supporting IT/Telecommunication products.

Benefits at Innovatia:

1. Employee wellness program focusing on the mental health of employees.
2. Robust reward and recognition programs.
3. Ample growth and learning opportunities.
4. Comprehensive Health Insurance policy.
5. Company Profit Share Program.