Mitel Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop, set up, and oversee phone extensions, including those that require external/direct inward dial (DID) numbers.

• Administer voicemail accounts, manage password resets, update extensions, and alter user information.

• Diagnose phone functionality challenges, including issues with voicemail, programmable buttons, and call parking features.

• Manage call queues by adding and removing agents, overseeing licensing restrictions, and adjusting queue configurations.

• Generate, maintain, and distribute reports related to call queues.

• Set up phone schedules, holiday hours, closing times, and business-hour configurations.

• Record and refresh voicemail greetings, automated menus, and auto-attendant settings.

• Configure features of the phone system, including settings for remote workers, workgroups, programmable buttons, and automated call routing.

• Monitor the availability of the phone system server and switch, troubleshoot connectivity and programming challenges, and coordinate system modifications when necessary.

• Recognize and escalate technical problems that require vendor involvement or support from internal IT and networking teams.

• Organize service calls and relay system outages, technical issues, and resolution updates to the relevant stakeholders.

• Regulate access to call recordings in compliance with legal requirements and internal policies.

• Assist with call-recording requests for Human Resources, Service Desk, and Switchboard.

⛳️ Requirements

• Candidates must be authorized to work for any employer in the U.S.

• Prior experience in administering and supporting enterprise phone systems or telecommunications environments.

• Practical experience managing phone extensions, voicemail, call queues, and call routing.

• Knowledge of DID numbers, extension provisioning, auto attendants, and programmable phone functionalities.

• Experience in configuring business phone schedules, holiday greetings, and automated menu options.

• Capability to troubleshoot programming issues related to phone systems, servers, and switches.

• Experience in managing call queues, agent assignments, and related reporting.

• Familiarity with call-recording systems and access management protocols.

• Strong skills in troubleshooting, problem-solving, and customer service.

• Ability to collaborate with internal IT teams, networking departments, and external telecommunications vendors.

• Excellent communication, documentation, and organizational skills.

• Preferred: experience in supporting multi-department or enterprise telecommunications environments.

• Preferred: experience in the administration of call center or switchboard phone systems.

• Preferred: knowledge of telecommunications licensing and user/agent restrictions.

• Preferred: experience with compliance regarding call-recording and access policies within organizations.

• Preferred: vendor-specific phone system certifications or relevant training in telecommunications.

🏝️ Benefits

• Competitive salary.

• 401k plans.

• Medical insurance.

• Complimentary therapy sessions.

• Mental health coaching and resources.

• Access to meditation tools.

• Generous paid time off, including vacation and sick leave.

• Wellness Time Off days.

• Volunteer Time Off days.