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.

Partner Technical Support Specialist

Key skills