Mitel Engineer

CallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless support for our partners. Join our growing team and build your career with us!

Key Responsibilities

• Daily Duties will consist of taking phone calls from customers. During these calls the agent will gather key information from the customer and create a new ticket or update the current ticket. Agent will also be monitoring email and ticket board for any new/updated information and notifying the correct parties as needed. Agent will also be performing Tier 1 tasks such as but not limited to: Voicemail Password resets, extension name changes, simple programming changes, basic troubleshooting for down systems/sites unable to call in/out.
• Agent will work with customer/techs on site to offer basic hardware troubleshooting and if need be, perform remote desktop support via laptop. Agent will need to be able to work independently and know Mitel On Prem Products to be able to Fix/Resolve all issues.
• Agent may need to reach out to the Mitel Vendor for assistance when needed.

• Experience with the Mitel SX-200 ICPMitel MiVoice Business (3300), Mitel MiVoice Office (400) is REQUIRED, and PhoneSuite Voiceware is a plus, but is not required.
• Must be able to fully troubleshoot the on prem Mitel phone systems and remediate any issues without additional help.