Job Description:

• Manage and resolve service requests and incidents through the ITSM platform
• Troubleshoot and support Contact Center solution components, including both hardware and software, which may involve elements of the customer’s infrastructure
• Perform system updates, configurations, and maintenance activities using customer-provided tools
• Escalate complex issues to appropriate internal or external vendors as required
• Collaborate with customer technology teams to diagnose and restore service availability
• Document solutions and troubleshooting procedures by creating and maintaining Knowledge Base articles for complex issues
• Monitor and meet established Service Level Agreements (SLAs) while maintaining a high level of customer satisfaction

Requirements:

• Based in USA
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent work experience)
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VLANs
• Familiarity with VoIP and unified communications concepts
• Exposure to or willingness to learn Mitel collaboration and contact center platforms
• Strong troubleshooting and problem-solving skills in technical environments
• Basic knowledge of Windows operating systems and common enterprise applications
• Ability to manage and track incidents and service requests using an IT Service Management (ITSM) tool
• Strong written and verbal communication skills with the ability to interact with technical and non-technical users
• Ability to work in a team environment and manage multiple priorities
• Availability to participate in on-call rotations or shift work if required
• Internship or hands-on experience supporting VoIP, telephony, or unified communications systems (Advantageous)
• Exposure to SIP, call routing, or contact center technologies (Advantageous)
• Basic knowledge of network troubleshooting tools (ping, traceroute, packet capture) (Advantageous)
• Industry certifications such as CompTIA Network+ or vendor-specific telephony certifications (Advantageous)

Benefits:

• Affordable Medical, Dental, Vision, Life and Disability Insurance
• Matching 401(k) plan
• Paid time off (holiday, vacation and sick)
• Employee Assistance Program
• Reward and Recognition Programs