Tier II Technical Support Specialist

Mitel Networks Corporation   •  

Rochester, NY

Industry: Telecommunications


5 - 7 years

Posted 180 days ago

This job is no longer available.

The Technical Escalations Engineer is responsible for troubleshooting and resolution of Tier 2 network, systems, and customer incidents in support of mission critical applications. Proven expertise in support of high-availability networks, systems and the ability to provide support to Tier 1 staff and partners is required. 

To succeed you need to be customer focused, passionate, and a self-starter who is not afraid to be creative.  Here, you can dramatically shape everything from our daily operations to our global presence. The sky’s the limit in regards to what you can become involved with, given the motivation, desire, and dedication. 


  • Focus on rapid identification and resolution of customer or partner issues and escalations as second level support
  • Communicate with systems, network, and development teams as well as external carriers and vendors to resolve and prevent issues
  • Provide 2nd level support to resolve complex, technical customer problems
  • Effectively communicate status to customers and internal staff
  • Documentation of trouble resolution through the use of trouble ticketing system
  • Manage high-level management escalations as assigned and drive regular partner/customer interface until satisfactory resolution reached


  • In depth knowledge of TCP/IP and the OSI model
  • Experience with various layer 2 and 3 protocols: STP, HSRP, LACP, BGP, OSPF, Dot1q, VLANs, CDP, LLDP
  • 5+ years hands-on networking experience
  • Linux and Windows server experience
  • Database experience
  • Strong understanding of subnetting and network segmenting
  • Understanding of QoS and traffic prioritization mechanisms
  • VoIP knowledge including SIP, SCCP, RTP, STUN, TURN, and ICE
  • Strong communication and documentation skills required
  • Desire and ability to develop technical skills and take on additional responsibilities in order to add value to departmental and Mitel mission and goals
  • Strong experience with Cisco and / HP router & switch administration
  • Hands-on networktroubleshootingexperience
  • Scripting skills a plus: Bash / Perl / Python


  • BA/BS Degree or equivalent experience
  • Networking or voice certifications such as CCNA, CCNP, CCIE a plus
  • MSSQL, Red Hat, HP, and Microsoft certifications a plus