Converged Technologies Field Engineer

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.

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Mitel is hiring a Telecommunication/Telephone Engineer Field Service Support Technician, and we are looking for a candidate who is a motivated, extremely organized individual who uses their ability to look at information through different perspectives.

This position is located in New York(hybrid).

Responsibilities

• Applying a basic understanding of telecommunications systems, network infrastructure and design, topologies and protocols, participates in the routine design, planning and integration of enterprise-wide communications network/systems.
• Qualifies, prepares, and documents all aspects of a client’s network in preparation of implementing communication systems and associated applications.
• Performs network modeling, analysis, and planning tasks of a routine to moderately-complex nature. Documents existing networks and creates network diagrams for new or existing networks.
• With a fundamental knowledge of networking, considers business needs and work flow requirements to research and recommend network and data communications hardware and software.
• Anticipates and analyzes common connectivity/business work flow problems, systems monitoring, tuning and capacity planning and consults with IT management and staffs to recommend appropriate solutions.
• Primarily performs routine and some moderately-complex field engineering installations and/or maintenance activities on telecommunications systems, data, and networks at customer locations. Installs IP, network equipment and facilities.
• Installs, adds to, maintains and supports moderately complex VoIP, SIP, voice/data along with other various CTI, IVR and Call Center/Contact Center applications.
• Interprets service orders, circuit diagrams and electrical schematics of moderate complexity, verifying work order information and receipt of all necessary equipment and information.
• Utilizes approved Mitel system tools/processes to track and document problem requests, resolutions, installations, changes, maintenance and repair work from inception to completion.
• Reactively and proactively diagnoses and independently resolves common and some moderately complex, integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
• Contributes to ongoing customer service efforts by making recommendations for improving system performance.
• With a general understanding and foundation in network design, assesses customer requirements where appropriate and recommends appropriate solutions.
• While interfacing with internal and external technical staff, provides customer service and support and ensures customer satisfaction with products and services while promoting a positive Company image. Works closely with the Branch/Dealer Operations teams, maintaining open communication lines, to ensure the efficiency and effectiveness of Mitel systems implementations.
• May train and consult with clients in using and maintaining products.
• Communicates status of problem resolution issues to ensure that customer is aware of and apprised on work activities and anticipated resolution.
• Acts as the first point of issue resolution by responding to routine and moderately-complex field engineering requests and troubleshooting telecommunication problems.
• Responds to routine client issues related to networks, systems and applications, applying technical solutions or making equipment repairs to correct and/or maximize system performance and operating efficiency.
• Contacts telecommunications…