Converged Technologies Field Engineer I

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Join to apply for the Converged Technologies Field Engineer I role at Mitel

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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Mitel is hiring a Telecommunication / Telephone Engineer Field Service Support Technician, and we are looking for a candidate who is a motivated, extremely organized individual who uses their ability to look at information through different perspectives.

This position is located in New York(hybrid)

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.
• Qualifies, prepares, and documents all aspects of a client's network in preparation of implementing communication systems and associated applications.
• Performs network modeling, analysis, and planning tasks of a routine to moderately-complex nature. Documents existing networks and creates network diagrams for new or existing networks.
• With a fundamental knowledge of networking, considers business needs and work flow requirements to research and recommend network and data communications hardware and software.
• 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

Specialized Knowledge, Skills And Abilities

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.

For more information, visit Why Mitel or follow us on LinkedIn here.

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.

Mitel provides equal opportunities to all applicants and employees. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.

The Affirmative Action Plan is available for viewing to any employee or applicant for employment upon request.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Engineering and Information Technology

Industries

Telecommunications

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