Support Analyst

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

Acting as a technical support analyst for MS Teams Room and Cloud Contact Center solutions, you will interact with the customer's technical support area to support the solution and with the vendor to escalate failures and doubts.

This is a night shift role working from 6:00 pm to 06:00 am. Shift is 12 hours on, 36 off.

Responsibilities:

• Receive demands via ITSM tool – Requests and Incidents.

• Perform troubleshooting on the components of the MS TEAMS ROOM solution - hardware and software. In addition to the components of responsibility of the customer's infrastructure.

• Perform troubleshooting on the components of the Cloud Contact Center solution. In addition to the components of responsibility of the customer's infrastructure.

• Monitoring and following process for customer notifications or vendor engagement.

• Perform updates/configurations of equipment in the customer's tools.

• Escalation of doubts and failures to the vendor in the English.

• Interaction with the customer's technology areas to reestablish the solution, occasionally implementing workarounds to re-establish service.

• Creation of Knowledge Base regarding the customer's environment.

• Delivery of SLA and customer satisfaction.

Requirements:

• High School diploma

• Studying Computer Engineering, Information Systems, Computer Science, Systems Analysis and Development or related areas.

• English advanced

• Portuguese native.

• Experience in direct customer support.

• Knowledge in administration of cloud environments (SaaS, IaaS, PaaS).

• Knowledge in video conferencing solutions, Microsoft and ITSM tools.

• Knowledge of Windows and Linux operating systems (Server and Client).

• Knowledge in computer networks.

Additional Preferred Skills:

• MS-700

• MS-900

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Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.