Senior Support Analyst at N5X establishing IT structure and supporting end users with Google Workspace expertise. Managing helpdesk operations and ensuring IT service quality in a hybrid model.
About the role
- Unified Communications & Systems Specialist supporting Mitel's global portfolio focusing on VOIP, networking/security, and technical support. Collaborating internationally and troubleshooting complex issues.
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 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
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
- Shift Pattern flexibility
Benefits
- Mitel is committed to achieving workforce diversity and creating an inclusive working environment
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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