Our Columbus, Ohio client is seeking an on-site VoIP (ShorTel / Mitel) Support Engineer who will be responsible for Tier 2 and Tier 3 technical support, triage, problem resolution, as well as ShoreTel/Mitel software migrations. The role will be focused on rapid identification and resolution of customer issues. Responsibilities:
Document each customer interaction using the ticket management system.
Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA). Providing ongoing, regular updates to customers to keep them apprised of progress toward problem resolution.
Technical assistance for hardware, software and/or applications specific to ShoreTel/Mitel Onsite.
Prioritize service requests.
Provide customers with system documentation.
Manage resource and service requests from sales and project teams.
Perform ShoreTel/Mitel upgrades and Connect migrations.
Assist with sales engineering.
Requirements:
Strong soft skills including courteous telephone etiquette, patience and professionalism.
Self-directed and able to multitask in a fast paced environment.
Identify and spearhead resolution of advanced service defects and escalate service issues effectively.
Experience and understanding of MiVoice Connect system logs, SQL database, SG and ST switch commands and logs, packet captures, ECC reporting, SA-100, Edge Gateway, etc. Analysis and assessment capabilities required.
High level of understanding and experience with telephony protocols and interfaces, SIP, T1, E1, PRI, QSIG, and analog trunking.
A working knowledge of VoIP, SIP, related protocols, and standards.
Experience with MS Server 2003, 2008, 2012, and 2016.
Proficiency in MS Office suite, specifically Word, Excel, Visio, and Outlook.
Knowledge, understanding, and practical application of basic computer systems including disk management, file systems, memory management and related concepts.
High level of understanding and experience with data networking including practical application of technologies, protocols, and related standards - TCP/IP, DHCP, TCP/UDP, Ethernet, LAN, WAN, and IP routers.
