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Technical Support Engineer @ Mitel

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 Technical Support Engineer

Job Description

Role & responsibilities

We are seeking a Technical Support Engineer (Tier 2/3) with experience in Unified Communications (UC), SIP, VoIP, and Contact Center solutions. The ideal candidate will be responsible for handling escalated technical issues, troubleshooting complex problems, and providing expert-level support to enterprise customers and partners.

Key Responsibilities:

  • Escalation Handling: Provide Tier 2/3 support for UC and Contact Center solutions, assisting Tier 2 engineers with advanced troubleshooting.
  • Technical Troubleshooting: Diagnose and resolve complex issues related to SIP, RTP, VoIP, UC applications, and call routing.
  • Packet Analysis & Debugging: Utilize tools like Wireshark, SIP tracing, and logs analysis to identify and resolve technical problems.
  • Lab Replication: Reproduce customer issues in a test environment to validate solutions and escalate to R&D if necessary.
  • Customer Interaction: Engage partners on escalated cases, providing clear technical resolutions.
  • Documentation & Knowledge Sharing: Contribute to internal knowledge bases, write technical articles, and mentor junior engineers.
  • Collaboration: Work closely with cross-functional teams, including development, product management, and global support teams, to drive issue resolution.
  • Process Adherence Maintaining KPIs and desired SLAs
  • Shift Open for 24x7 shift work .

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Engineering - Hardware & Networks
Role Category: IT Network
Role: Network (Support) Engineer
Employement Type: Full time

Contact Details:

Company: Mitel
Location(s): Bengaluru

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Keyskills:   Unified Communications VOIP IP Telephony Voice Gateways PBX Cisco VOIP SIP

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₹ .25-8.25 Lacs P.A

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Mitel

Mitel Networks Corporation