Mitel Telecom Engineer

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a [[Telecom Engineer - Mitel Certified]] to join our team in [[Lemont]], [[IL]], [[USA]].

Job Responsibilities of Telecom Services Field Engineer:

• Provide end user support 24x7x365 and On-Call rotation for after hour support as assigned.
• Provide Tier-1 and Tier-2 support of customer Service Requests and Incident troubleshooting and resolution.
• Responsible to meet and maintain required SLA's.
• Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair Avaya PBX system and Deskside Phones and Mobile Phones.
• Support, install, and maintain phones, voice mail, Atos and Cisco voice applications, PBX operating systems, and related IT peripherals.
• Provide software engineer PBX/VoIP support, performing software installs/maintenance for optimum system operability and performance, maintain current system patches and upgrades.
• Create new build, change, and deletion of VoIP and analog end points.
• Implement various Cisco Call Manager end points, specifically standard end-user facing features and functionality.
• Program standard Cisco feature sets and understand the impact & interoperability of these features.
• Responsible for service testing to include identifying, correcting, or escalating problems.
• Document network by correct labeling of routing equipment and cables, and documenting configuration diagrams and specifications.
• Resolve Incident and Service Request tickets and proactively follow-up with other technical service towers and 3rd party vendor teams for speed to resolution.
• Manage Service Request and Incident tickets in ServiceNow (SOM), including regular updates to tickets per NTT DATA Change and Problem management processes.
• Responsible for customer satisfaction scores – provides positive customer experience with each customer interaction.

 

 

Requirements:

• 5+ years of experience supporting telecom systems and protocols – including VoIP, ISDN technologies, routing and switching, SIP trunks, RTP, SRTP, PSTN cloud integration, SBCs, and call center technologies.
• 5+ years of experience in data center engineering support – including Smart Hands, device install/decom, patch cabling install/decom, and circuit extension.
• Experience troubleshooting carrier and network connectivity issues – both VoIP and TDM.
• 3-5 years of experience in support of Avaya IVRs and dialers, and Avaya PBX systems and end user support including mobile phones knowledge and troubleshooting, and Smart Hands support experience.
• 3-5 years of experience supporting Cisco Unified Communications platform.
• 3+ years of experience supporting Mitel PBX switch and hardware.
• 3+ years of experience supporting Atos / Siemens Unify hardware.
• Position requires a Bachelor’s degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study plus 5+ years of experience in the job offered.
• Must be a US citizen living within commuting distance to the client site in the Greater Chicago area.

 

Preferred Qualifications:

• Good overall understanding of Cisco’s UC (UCM/CUC/Infrastructure) and UCCE (ICM/CVP) technologies and products.

• Strong understanding of VPN and VMware is desired.
• Proficient with MS Outlook, Word, Excel, PowerPoint and Visio desired.
• Strong verbal and written communications.
• Self-starter, results-oriented,