Associate IT Support Specialist

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.

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Overview:

The Associate IT Support provide essential support for Mitel employees. Support Specialists work in a dynamic, fast-paced environment that provides IT support services over the phone, through e-mail, and in person. The team are responsible for ensuring customer satisfaction in every interaction with Mitel staff.

Responsibilities:

• Handling requests from staff for assistance across all aspects of the IT infrastructure

• General desktop/laptop support

• Including software installation & configuration

• Including diagnosing equipment failures & supporting the resolution of them

• Supporting users through network & service access issues

• Handling requests for additional access to systems

• Troubleshooting & fault investigation across the entire IT infrastructure

• Supporting the onboarding and departure of staff

• New joiner equipment and account set-up

• Account termination for leavers

• Support initiatives to enhance Mitel’s IT environment like replacement of ageing equipment, aid the rollout of new software/patches

• General activities development of the Mitel IT knowledge base / IT help information

Requirement

• 2 to 4 years of experience in an IT support role

• Experience in interacting with international/global customers

• Excellent phone presence, high degree of professional acumen

• Strong communication skills, excellent listening skills

• Ability to resolve issues under pressure and to adapt to change

• Ability to quickly learn technical concepts and terminologies

• Willing to work a rotating shift pattern including night shift/weekend shifts

• Strong work ethic, self-starter motivated

• Fun-loving, positive attitude

• Excellent interpersonal skills

• Excellent understanding of Windows desktop environment

• Good understanding of the Mac desktop environment

• Good understanding of Windows Server back-end infrastructure (Domain, AD, etc)

• Good understanding of IP network infrastructure & configuration (DNS, DHCP, etc)

• Good understanding of IT security (firewalls, corporate virus checking, DMZ’s, VPN, etc.)

• Rotational shifts (APAC, EMEA & AMER)

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.