Associate Technical Support Specialist

Roles & Responsibilities:

• Troubleshooting, diagnosing, and resolving VoIP/Unified Communication application/IP-PBX related issues reported by Mitel Partners/customer
• Troubleshoot network related issue using the available tools
• Coordinate with partners & internal teams to fix issues in timely manner
• Ability to work in any shift for 24X7 support
• Escalate to Sr product support team as and when required
• Timely completion of product training and certification courses as assigned
• Maintaining SLAs & delivering excellent customer service

Knowledge and Skills:

• Installation & troubleshooting knowledge of Unified Communication/VoIP/ Active Directory/LDAP, outlook and Lync/Skype, MS Exchange
• Basic knowledge of networking (LAN ,WAN , MPLS, VPN ) & troubleshooting skills . Hands on experience of working on LAN & WAN related issues
• Voice & video applications , knowledge of SIP, SIP troubleshooting using wireshark & other tools , SBC.
• Should have basic knowledge of Routers, switches & firewall , WAN & LAN .
• Experience in supporting telecom UC products/IP-PBX
• Working experience on telecom/VoIP protocols like SIP, Minet
• Strong ability to diagnose network issues, events and be able to solve connectivity issues using Wireshark/Tcpdump
• Knowledge of IP networking protocols like TCP/TLS, UDP, DHCP, RTP/SRTP
• Knowledge of wireless technologies such as 802.11 a/b/g and Dect phones

Qualification requirements:

• Basic Qualification BE/BTECH.
• Excellent written & oral communication skills including Excellent customer handling.
• Minimum 2 years of troubleshooting experience (tier 1/2/L2+ role) in PBX/Unified messaging/Contact centre devices
• CCNA/CCVP or equivalent telecom/VoIP industry certification
• Should be open to work in US Shift
• Location: Hybrid Bangalore, India
• Preferred only Male candidates

Note:

Please note that participation in at least one face-to-face (F2F) interview round is mandatory for this role.