Mitel Technical Support Specialist in Broken Arrow, OK at Windstream

Date Posted: 11/4/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1814 West Tacoma Street
    Broken Arrow, OK
  • Job Type:
  • Experience:
    4 to 6 years
  • Date Posted:
    11/4/2018

Job Description

Job ID:18003579

General Summary:

This position requires expert level knowledge of communication technologies manufactured by Mitel. Analysts at this level within the National Solutions Center - Hospitality & Mitel Installation/Support Group are considered a senior practitioner having the skills and knowledge to perform required duties independently, at the highest level of skill. Individuals in this role are required to perform advanced technical procedures including, but not limited to: customer support, technical support, maintenance, and administration of voice communications, and may include installation. Knowledge of industry standards, system deployment techniques, sequential problem solving, unified communications (UC), private branch exchange (PBX), voice over IP (VOIP), session initiation protocol (SIP), hosted (Cloud) solutions, and local area networks (LAN) are required. Since class specifications are descriptive and not restrictive, analysts at this level can complete job duties of a similar nature, not specifically listed here, with minimal or no direct supervision.

Job Responsibilities:

  • Navigate a variety of remote access servers and systems to provide advanced system configuration, diagnosis, troubleshooting, MAC and repair of various systems throughout enterprise-level communication infrastructures.
  • Perform troubleshooting of call centers, data networks, endpoints, peripheral devices, and additional customer premise equipment that relate to the voice network infrastructure.
  • Provide expert level technical support to customers and onsite technicians through a central support desk.
  • Occasionally may be required to travel to the customers site, to assist with the installation of a new voice solution.
  • Ensure the timely restoration of voice CPE service failures is reached through best practices.
  • Handle multiple tasks concurrently through prioritization and accurate problem assessment in a potentially stressful environment.
  • Provide technical guidance and mentorship while managing multiple or conflicting demands, deadlines, emergencies, or time pressures.
  • Function in a leadership role on projects, system upgrades, high severity issues, and break/fix service requests that require an expert level skill set.
  • Solve advanced technical problems independently with minimal escalation to the manufacturer.
  • Follow customer service and ticket handling guidelines to ensure required response time criterion are met.
  • Monitor service request queues and work the requests within them to resolution.
  • Work with appropriate internal and external groups to resolve reported troubles.
  • Administer end user training as required.
  • Interact with Clients, Technicians, Dispatchers, Customer Agents, Account Executives, Project Managers, Engineers, and Analysts.
  • Maintain an accurate and timely history of the service event through status updates and task debrief in the company’s ticketing system.

Desired Requirements:

  • 10+ years of network operations center (NOC) and/or TAC experience working with Mitel PBX equipment, Hosted solutions, VoIP, and associated applications.
  • 8+ years networking experience with a strong foundation in LAN/WAN routing, switching, and TCP/IP, VoIP.
  • Relevant Mitel voice certifications.
  • Experience with SIP, Frame Relay, PPP, and MPLS networks.

 Knowledge/Skills/Abilities:

  • Knowledge of, and the ability to support installation, maintenance, and repair of voice networking equipment such as PBX, servers, routers, switches, and security devices.
  • Knowledge of VoIP equipment and the ability to support installation, maintenance, and repair.
  • Knowledge of VLAN configuration and the ability to support.
  • Excellent verbal and written communications skills.
  • Ability to assume responsibility and ownership for work performed.
  • Ability to provide technical support for co-workers, customers, and other vendors.
  • Proficiency with MS Windows/Office and/or some version of Linux/Unix

 Working Conditions/Physical Requirements:

  • On-call Rotation.
  • No supervision/management of others
  • Occasional travel (up to 50%)
  • General office environment.

 Preferred Mitel Certifications:

  • Mitel Communications Director (MCD) for 3300 ICP (current release)
  • Mitel Communications Director (MCD) for ISS and vMCD (current release)
  • Mitel Border Gateway (MBG) (current release)
  • Unified Communicator Advanced (UCA) (current release)
  • Live Business Gateway (current release)
  • LAN/WAN Technologies for Mitel VoIP Advanced
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Job Requirements

Minimum Requirements:  Associate Degree in a technical discipline and 4-6 years technical/telephony experience with 5+ years directly related to the job; or 8+ years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.