Job Description

Description

Technical Support Specialist Mitel SMB

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 a Technical Support Specialist to provide excellent customer service to our customer. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.

Responsibilities

• Provide top quality technical support, troubleshooting of IT networks and communications systems, including associated applications.
• Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution of issues in VoIP environments
• Collect system and event log information.
• Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
• Install, configure, and maintain lab equipment

Personal Attributes:

• Logical and analytical approach to problem solving
• GREAT communications skills
• Strong technical aptitude
• Organized, independent, dependable, self-motivated, takes ownership and initiative
• Proficient in written and verbal English

Qualifications

• Post-secondary education in a technical field
• Experience in any of the following areas is considered an asset:

• Technical Support experience
• Previous experience using CRM database
• Support of core PBX Technology and related VOIP networks
• TCP/IP (IP Networking)
• Linux Operating Systems; Windows 2003/2008 server, and telephony technologies (ISDN, SIP, H.323, etc)
• Capable of troubleshooting converged networks, IP/VOIP issues across LAN/WAN, VPN, VLAN Routers, Firewalls, Switches, IP PBX deployment, TCP/IP (IPv4), DNS
• Previous experience working with or supporting Mitel 250, 200 and 400
• Experience with Remedy and Jira

Innovatia Benefits

Innovatia benefits are specific to the country of your work location and will be discussed by the recruiter during the interview process.

• Medical and dental insurance coverage
• Immediate eligibility for benefit coverage
• Employer sponsored investment program
• Employee Assistance Program (EAP) with 24/7 access
• Option to work remotely from home office

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.