Technical Support Specialist – Mitel

Technical Support Specialist (Mitel) – Unified Communications

About Innovatia

Innovatia Technical Services Inc. (ITSI) is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the worlds’ most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation, training, technical support, and information auditing.

The Position

We are looking for Technical Support Specialists to provide excellent customer service to our customer, one of North America’s leading information technology companies. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.

Job Location: Remote Canada

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

Qualifications

• Previous experience with Mitel product is an asset.
• Experience in networking with a strong foundation in LAN/WAN routing, switching, and TCP/IP.
• 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.
• 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 or equivalent work experience in telecommunications industry.
• Hands-on work experience supporting IT/Telecommunication products.

Innovatia Cares

Innovatia encourages a healthy lifestyle and promotes mental and physical wellness. As such, we proudly offer our employees the following benefit package:

Health & Dental benefits

• 100% employer paid premiums
• Immediate eligibility for benefit coverage
• No annual deductible fee
• Employee Assistance Program (EAP) with 24/7 access
• Paid sick time

RRSP

• Company matches up to 4% of employee contribution

Please upload your resume to www.innovatia.net/careers
We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Profit sharing
• RRSP match
• Vision care
• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift

Work Location: Remote