Serve as primary point for Incident & Problem Management, with secondary involvement in Change & Release Management
Respond to and resolve incidents and problems within defined end-to-end service levels
Provide effective workarounds to minimize user impact from defects
Engage partners with professionalism, clear communication, and a collaborative approach
Ensure tickets are accurately documented throughout their lifecycle
Leverage existing Knowledge Base articles for troubleshooting and contribute by creating and maintaining new KBAs
Troubleshoot complex issues that are integrated within a multitude of third party frameworks
Work effectively both independently and as part of a team, including during high-pressure periods or high ticket volumes
Demonstrate flexibility to support tickets outside regular hours and travel to customer sites nationally or internationally when required

Strong experience in Windows Server administration, including services, event logs, registry, and performance tools
Hands-on experience integrating with Active Directory, LDAP, virtualized environments
Solid understanding of PBX / VoIP / SIP concepts, with experience on any UC platform (Cisco, Mitel, Avaya, Teams, etc.)
Demonstrated ability in troubleshooting, root-cause analysis, and ownership of escalations
Strong cross-functional collaboration and stakeholder communication skills
Excellent oral and written English, with the ability to engage professionally with internal teams and external partners
Commitment to following ISO20000 standards and ITIL best practices in all technical and operational activities
Shift Pattern flexibility

Mitel is committed to achieving workforce diversity and creating an inclusive working environment
Flexible work arrangements
Professional development opportunities

PTS Technical Support Specialist

Key skills