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…