Converged Technologies Field Engineer

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: Performs client-site servicing, repair and/or installation of company product(s). This job may include any aspect of product field support, including system hardware and software, medical or laboratory devices and equipment, and systems networking. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures using established procedures. Determines most cost effective repair/resolution to minimize customer downtime. Prepares reports for analysis of product failure trends and service ability issues.

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.

* 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 engineering and sustaining support when issues require further escalation.

* May act as a liaison between the Technical Support group and the customer to assist, facilitate and expedite resolution.

* Updates and relays information to group leader on problem resolution status.

* Performs work as a team lead, most frequently on small to medium scale projects, and answers questions, acting as a resource for others and providing direction to less experienced field staff.

* Provides general work direction, coordinates work tasks, and may lead others when performing routine installations, add-ons, or service requests.

* May assist in training less experienced field technicians. Functions as a technical leader or project contributor on small, medium and large-scale projects of moderate complexity.

* May serve as a liaison between the customer and the company, communicating issues and conveying customer feedback to engineering and development staff.

* Maintains and improves upon a level of technical proficiency and currency with new and developing technology in the systems engineering field by participating with and maintaining memberships with professional work groups; attending trainings, seminars or other technical related conferences; interfacing with peers; and pursuing related work certifications that support improvement, knowledge and expertise in current work activities.

* Performs other duties as assigned or apparent.

Qualifications

* General knowledge of telecommunications equipment, systems and applications as normally obtained through relevant experience may substitute.

* Mitel telecom certifications, A+, NET+, CTP and a CCNA are required to perform the work as described above.

* Certifications such as a CCSP, CCDA, CCIE, MSCE, MCSD, FCNE, or CCNP are desirable although not a requirement of the job as described

* Six+ years of field support experience with at least one year of telecommunications installation experience is required.

* Experience Requisition Compensation supporting VoIP, IP Telephony and Unified Messaging (UM) including Quality of Service (QoS), redundancy, architecture, engineering, implementation, troubleshooting resiliency, load balancing, creation of complex dial plans, call routing and trunk engineering is strongly preferred.

* Experience troubleshooting Linux OS is preferred.

* Practical experience in network designing, implementation and management of LAN/WAN Systems is also preferred.

Specialized Knowledge, Skills and Abilities:

* A valid driver's license and driving record that meets Mitel's minimum insurance standards is required.

* Normally gained through formal training, a foundation and fundamental understanding of networking to install, configure, and operate LAN, WAN, and dial access services for small networks (100 nodes or fewer), including but not limited to IP, IGRP, Serial, Frame Relay, IP RIP, VLANs, RIP, Ethernet, Access Lists protocols is required.

* Familiarity with the subtleties, intricacies and challenges of end to end networking and the ability to work on all phases of routine network design and administration is required.

* The ability to independently read and effectively interpret moderately complex technical diagrams and schematics is required.

* Incumbents must have proficient planning skills and the ability to analyze moderately-complex systems that may entail multiple variables.

* The ability to regularly apply knowledge and base judgment and discretion on practical theory to effectively plan or respond to moderately complex issues is required.

* General communication and interpersonal skills are required to understand and effectively communicate technical information to nontechnical people, vendors, staff, and clients.

* The ability to multi-task is key.

* The ability to maintain flexibility and work effectively in a dynamic team environment is also essential. The ability to act in a lead capacity and coordinate work activities of others as described is essential. Good working knowledge and understanding of basic telecommunication systems, networks, switches and routers is required.

* Incumbents should be versed in the following communications protocols: TCP/IP, IPX, Spanning Tree and others, as well as routing protocols including but not limited to RIP, RIP2, OSPF, BGP, PIM and DVMRP.

* A fundamental knowledge of routers, VPN, Layer 2 and 3 switching, firewalls, bridging (8021Q VLAN), ATM (RFC1483), PoE, PoS, DiffServ, and QoS is required.

Note: The duties and accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks or responsibilities may be documented in the incumbent's performance objectives as outlined by the incumbent's immediate supervisor or manager.

Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.

At this time, we are not offering sponsorship for US work authorization for any new job applicants.

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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.

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