[Remote] Technical Support Specialist (Contact Center)

Note: The job is a remote job and is open to candidates in USA. Mitel is a company that helps businesses connect and collaborate to provide better customer experiences. They are seeking a Technical Support Specialist to manage service requests, troubleshoot issues, and collaborate with customer technology teams in a remote capacity.ResponsibilitiesManage and resolve service requests and incidents through the ITSM platformTroubleshoot and support Contact Center solution components, including both hardware and software, which may involve elements of the customer’s infrastructurePerform system updates, configurations, and maintenance activities using customer-provided toolsEscalate complex issues to appropriate internal or external vendors as requiredCollaborate with customer technology teams to diagnose and restore service availabilityDocument solutions and troubleshooting procedures by creating and maintaining Knowledge Base articles for complex issuesMonitor and meet established Service Level Agreements (SLAs) while maintaining a high level of customer satisfactionSkillsBased in USAAssociate'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 VLANsFamiliarity with VoIP and unified communications conceptsExposure to or willingness to learn Mitel collaboration and contact center platformsStrong troubleshooting and problem-solving skills in technical environmentsBasic knowledge of Windows operating systems and common enterprise applicationsAbility to manage and track incidents and service requests using an IT Service Management (ITSM) toolStrong written and verbal communication skills with the ability to interact with technical and non-technical usersAbility to work in a team environment and manage multiple prioritiesAvailability to participate in on-call rotations or shift work if requiredInternship or hands-on experience supporting VoIP, telephony, or unified communications systemsExposure to SIP, call routing, or contact center technologiesBasic knowledge of network troubleshooting tools (ping, traceroute, packet capture)Industry certifications such as CompTIA Network+ or vendor-specific telephony certificationsBenefitsAffordable Medical, Dental, Vision, Life and Disability InsuranceMatching 401(k) planPaid time off (holiday, vacation and sick)Employee Assistance ProgramReward and Recognition ProgramsCompany OverviewPowering more than 2 billion connections every day, Mitel helps businesses connect, collaborate and take care of customers. It was founded in 1973, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http://www.mitel.com.