Senior Service Specialist - Mitel

This is a Level 2 support position in NWN's NOC for Managed Services team, responsible for monitoring client network activity, triaging and resolving technical issues, and providing follow-up to ensure proper problem management. The Specialist will work with vendors, client teams, and project teams to identify and resolve issues, and maintain discipline and professionalism during all interactions.

Requirements

• Bachelor’s degree in computer science, Telecommunications, or a related field (or equivalent work experience)
• 2-5 years of experience in managing and supporting Mitel OpenScape UC, Xpressions Contact Center, and OSILA in an enterprise environment
• Proven experience in a NOC or managed services setting, with a focus on remote support
• Strong track record of troubleshooting and optimizing unified communications and contact center systems
• Knowledge of Mitel OpenScape UC, Xpressions Contact Center, and OSILA technologies
• Proficiency in SIP, VoIP, PBX, and UC protocols
• Solid understanding of networking concepts, including TCP/IP, routing, and firewall configurations
• Familiarity with monitoring tools (e.g., SolarWinds, Nagios) and ITSM platforms (e.g., ServiceNow)
• Excellent analytical, communication, and customer service skills
• Familiarity with DNS, and DHCP ASA, Putty, Terminal windows
• Prior experience working in a service desk or a technical call center environment
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred
• Ability to write clear and comprehensive work instructions, SOPs, and knowledge based documents
• Excellent communication, organizational and time management skills
• Ability to work independently as well in a team environment
• Knowledge of traditional voice, data and converged technologies, with desire to learn new technologies
• Strong troubleshooting, problem solving and analytical skills
• Experience with Microsoft Office – intermediate to advanced (preferred)
• Experience with ServiceNow (preferred)
• Experience working within a NOC environment (preferred)
• Experience working with Linux (preferred)

Benefits

• Medical, dental, and vision plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• Income protection through disability and life insurance
• 401(k) with company match
• Unlimited PTO
• Paid company holidays
• Hybrid/remote work
• Paid bonding leave for eligible employees
• Employee discounts
• Access to Employee Assistance Program (EAP)
• Accident, critical illness, long-term care, and hospital indemnity coverages
• Legal and identity theft protection
• Pet insurance
• Supplemental life insurances
• Referral bonuses
• Charitable donation matching
• Allowances for eligible roles