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Overview:Acting as a technical support analyst for MS Teams Room and Cloud Contact Center solutions, you will interact with the customer's technical support area to support the solution and with the vendor to escalate failures and doubts.
This is a night shift role working from 6:00 pm to 06:00 am.
Shift is 12 hours on, 36 off. Responsibilities:Receive demands via ITSM tool – Requests and Incidents.Perform troubleshooting on the components of the MS TEAMS ROOM solution - hardware and software, in addition to the components of responsibility of the customer's infrastructure.Perform troubleshooting on the components of the Cloud Contact Center solution, in addition to the components of responsibility of the customer's infrastructure.Monitor and follow process for customer notifications or vendor engagement.Perform updates/configurations of equipment in the customer's tools.Escalate doubts and failures to the vendor in English.Interact with the customer's technology areas to reestablish the solution, occasionally implementing workarounds to re-establish service.Create a Knowledge Base regarding the customer's environment.Deliver SLA and customer satisfaction.Requirements:Studying Computer Engineering, Information Systems, Computer Science, Systems Analysis and Development or related areas.English advanced.Portuguese native.Knowledge in administration of cloud environments (SaaS, IaaS, PaaS).Knowledge in video conferencing solutions, Microsoft and ITSM tools.Knowledge of Windows and Linux operating systems (Server and Client).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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