Senior Service Specialist - Mitel

Senior Service Specialist - Mitel position provides timely and effective resolution of issues to meet business requirements and Service Level Agreements. The role involves monitoring performance and availability of Mitel OpenScape UC, Xpressions, Contact Center, and OSILA systems, providing guidance to Technical Analysts, and coordinating resources for applying fixes to recurring incidents.

Requirements

• Bachelor’s degree in computer science, Telecommunications, or a related field (or equivalent work experience)
• 2-5 years of experience in managing and supporting Mitel OpenScape UC, Xpressions Contact Center, and OSILA in an enterprise environment
• Proven experience in a NOC or managed services setting, with a focus on remote support
• Strong track record of troubleshooting and optimizing unified communications and contact center systems
• Knowledge of Mitel OpenScape UC, Xpressions Contact Center, and OSILA technologies
• Proficiency in SIP, VoIP, PBX, and UC protocols
• Solid understanding of networking concepts, including TCP/IP, routing, and firewall configurations
• Familiarity with monitoring tools (e.g., SolarWinds, Nagios) and ITSM platforms (e.g., ServiceNow)
• Relevant Mitel certifications (e.g., Mitel Certified Expert or Professional) preferred
• Excellent analytical, communication, and customer service skills
• Familiarity with DNS, DHCP, ASA, Putty, Terminal windows
• Prior experience working in a service desk or a technical call center environment
• Ability to provide technical support over the phone
• Ability to write clear and comprehensive work instructions, SOPs, and knowledge based documents
• Excellent communication, organizational and time management skills
• Ability to work independently as well in a team environment
• Knowledge of traditional voice, data and converged technologies, with desire to learn new technologies
• Strong troubleshooting, problem solving and analytical skills
• Experience with Microsoft Office – intermediate to advanced (preferred)
• Experience with ServiceNow
• Experience working within a NOC environment
• Experience working with Linux

Benefits

• medical, dental, and vision plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• income protection through disability and life insurance
• 401(k) with company match
• unlimited PTO
• paid company holidays
• hybrid/remote work
• paid bonding leave for eligible employees
• employee discounts
• access to our Employee Assistance Program (EAP)
• accident, critical illness, long-term care, and hospital indemnity coverages
• legal and identity theft protection
• pet insurance
• supplemental life insurances
• referral bonuses
• charitable donation matching
• allowances for eligible roles