Overview:
Acting as a Global Partner Support (GPS) or Partner Technical Support (PTS) analyst at Mitel. Interaction with the customer’s support or development areas to support the solution. Interaction with the vendor to escalate failures and doubts.
Key Responsibilities
- Support demands via Support/Development tools;
- Perform troubleshooting on the components of Mitel solution and components of customer’s infrastructure (when needed);
- Perform updates/configurations of equipment in the customer’s tools (when needed;
- Escalation of doubts and failures to the vendor in the English language, both written and voiced;
- Therefore, mastery of the English language;
- Interaction with the customer’s technology areas to reestablish the solution, occasionally implementing workarounds to reestablish the service;
- Creation of Knowledge Base regarding the customer’s environment;
- Delivery of SLA (Service Level Agreement) and ensure customer satisfaction.
Education and Experience Requirements:
- Studying, a degree or diploma in Computer Science, Engineering, Systems Analysis and Development or related areas
- Knowledge of Windows and Linux operating systems (Server and Client)
- Knowledge in computer networks
- Fluent Portuguese and fluent English
Nice-to-Have Skills:
- Intermediate Spanish;
- Experience in direct customer support;
- Knowledge in administration of cloud environments (SaaS, IaaS, PaaS);
- Knowledge in video conferencing solutions, Microsoft and support tools;
- Knowledge in Mitel products/solutions or former heritage Unify solutions.
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