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:
At Mitel, you will have the opportunity to help businesses connect, collaborate, and provide better experiences for our customers. You will deliver valuable contributions to creating business success within our global organization by utilizing your unique attributes, skills, and experience.
This position is in the Support organization in the Unified Communications and Collaborations (UCC) industry.
We are looking for an IT person, talented and passionate in Voice/Video Communication and Collaboration solutions, for our location in Brasov, Romania.
Overview:
Support the Global Sales strategy by delivering excellence in service at all times
Although geographically and culturally diverse always work as a "single team"
Introduce Products with the best level of quality
Drive forward service improvements to continually improve and enable the above
Responsibilities:
Team management responsibilities
Incident & Problem Management
Change & Release Management
Incident/Problem Management
Respond to and Resolve the Incident and Problem tickets within the end-to-end service levels
Provide a workaround to minimize the impact of defects to the end-user
Engage Partners in a professional and friendly manner
Ensure tickets contain all necessary details throughout its lifecycle
Use Knowledge Base articles for incident / problem troubleshooting
Create and maintain Knowledge Base Articles (KBA’ s)
Be able to work in a team or on your own
Be able to deal with pressure periods e.g. high volume of calls
Have the flexibility to see incidents progressed out of hours
Be willing to visit Customer Sites both nationally and international
Change/Release Management
Test patches/loads within lab to confirm fix
Be part of the New Product Introduction Process (NPI)
Help develop and Pre-GA Training requirements
Confirm accuracy of Technical documentation
Be part of the early testing of the Application
Internal Field Trials
External Field Trials
Be willing to perform Technical Workshops to help increase knowledge of the Application
Other Aspects
Hybrid role, with office visits being the primary requirement. Proportion to be decided by local management.
Team management responsibilities
Be willing to be part of a 24/7 callout rotation for Critical escalations
Requirements:
Knowledge of IP, VoIP, Networking, Virtualization and Microsoft Windows Server
Excellent Customer Service skills
Strong analytical troubleshooting skills
Previous proven “Senior Technical Support Specialist” for 10 years
Proficient in English
Advantageous German language
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.
