Partner Technical Support Specialist

Experience: Not Available to Not Available years

Location: Curitiba, Brazil

Skills: Windows Server administration, Active Directory, LDAP, virtualized environments, PBX, VoIP, SIP, Unified Communications, Cisco, Mitel, Avaya, Teams, root-cause analysis, ISO20000 standards, ITIL framework, Incident Management, Problem Management, Change Management, Release Management, Knowledge Base articles

Overview:
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. Please take a moment to look over this opportunity and if interested, feel free to send us your application. If this is not the right opportunity for you, you can also sign up for Job Alerts by creating an account. This will give you a profile that you can use for all future applications, and you will be notified whenever a new position that matches your criteria becomes available.

Key Responsibilities:
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 cooperative 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.

Requirements:
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.

For more information, visit Why Mitel or follow us on LinkedIn here. 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.

📌 Partner Technical Support Specialist (Mumbai)
🏢 Mitel
📍 Mumbai