Urgent Mitel Technical Support Specialist

DescriptionInnovatia Technical Services Inc ITSI is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry Operating for over 20 years we specialize in workflow and knowledge processes as well as technical support help desk and multilingual support services With over 300 professional experts across the globe we service some of the world s most successful Fortune 500 and Fortune 1000 companies Key Responsibilities In depth communication skills to be able to provide technical knowledge transfers to our end user community as well as service technicians The position is part of our Global Voice Operations team Provide top quality technical support troubleshooting of information technology networks PBX Systems and ancillary equipment such as voicemail Must be able to work remotely to resolve customer issues by utilizing your skills knowledge and experience with call quality issues in VoIP environments Collect and analyze packet trace information Create reproduction of customer environments Document in detail all site information troubleshooting steps and time reporting in Customer Relationship Management Systems Flexible work schedule is a requirement must be able to work weekends when necessary Some on call work may be required Personal Attributes Well organized with the ability to leverage best practices and innovate through any problem with a can-do attitude Excellent verbal and written communication interpersonal and customer service skills Self-starter able to work independently and as part of a team in a fast-paced environment Excellent team player with ability to manage Customers and Partners Time management and prioritization skills Ability to work in a reporting environment Keep the customer informed by continued communications while working on a resolution Skills and Qualifications Preferably 2 years of experience supporting Mitel Products A minimum of 2 years experience supporting telecommunications as well as related experience in Data Networking as it applies to telecommunications Primary Skill Mitel MiVoice Connect MIVC UC or MiVoice Business MIVB Experience in networking with a strong foundation in LAN WAN routing switching and TCP IP VoIP Experience in VOIP and SIP Session Initiated Protocol Frame Relay PPP and MPLS networks Understanding of Server Hardware Knowledge Vectoring VDN Skills Variables System configuration ARS Table Routing Plan Service hours tables Moves Adds and changes Advanced Troubleshooting skills Knowledge of Wireshark network sniffs etc Strong familiarity and experience installing administrating troubleshooting and maintaining VOIP SIP solutions and applications Linux red hat distributions Technical experience in UC platforms Telecommunications industry Networking certifications such as CCNA MCP VCTA VCP is an asset Minimum 2 year certification program in IT and or telecommunications or a Bachelor of Engineering or equivalent work experience Hands-on work experience supporting IT Telecommunication products Benefits at Innovatia Comprehensive Health Insurance policy Employee Wellness Program with focus on mental health Robust reward and recognition programs Company incentive programs offered Attractive leave policy Holiday Leave Maternity Leave Paternity Leave Birthday leave Bereavement Leave and Paid Leave for personal time off Ample growth and learning opportunities Remote work opportunities Focus on work life balance Immigration Program supporting immigration to Canada for eligible employees We thank all candidates for their interest however only those selected for an interview will be contacted Innovatia is an equal opportunity employer