job description
Join Scalable OS as a Mitel Voice Support Engineer in a permanent work-from-home (WFH) role with a night shift schedule. This is a unique opportunity for telecom and VoIP professionals to provide expert-level support for Mitel voice systems while enjoying the flexibility of remote work from beautiful Bali.
As a key member of our technical support team, you will troubleshoot, configure, and optimize Mitel voice solutions for global clients. Your expertise will ensure seamless communication infrastructure, minimizing downtime and maximizing system performance. This role is ideal for self-motivated engineers who thrive in a dynamic, after-hours environment.
Why apply? Beyond competitive compensation, you’ll work with cutting-edge VoIP technologies, collaborate with a global team, and enjoy the work-life balance of a fully remote position in one of the world’s most sought-after digital nomad hubs.
Responsibility
- Provide 24/7 technical support for Mitel voice systems, including troubleshooting, diagnostics, and resolution of complex issues.
- Configure, deploy, and maintain Mitel MiVoice, MiCollab, and related VoIP solutions for enterprise clients.
- Monitor system performance, identify bottlenecks, and implement proactive optimizations to prevent outages.
- Collaborate with cross-functional teams to escalate and resolve high-priority incidents within SLA timeframes.
- Document technical issues, solutions, and best practices to improve knowledge base and team efficiency.
- Conduct system upgrades, patches, and migrations with minimal disruption to business operations.
- Assist in onboarding new clients, including system setup, user training, and post-implementation support.
- Stay updated with the latest Mitel product releases, industry trends, and emerging VoIP technologies.
Qualifications
- 3+ years of hands-on experience supporting Mitel voice systems (MiVoice, MiCollab, or legacy platforms).
- Strong knowledge of VoIP protocols (SIP, H.323, RTP) and telephony networks (PSTN, PRI, SIP trunking).
- Certifications such as Mitel Certified Technician (MCT) or Mitel Certified Solutions Designer (MCSD) are a plus.
- Proven ability to troubleshoot call routing, IVR, voicemail, and unified communications issues.
- Experience with networking fundamentals (TCP/IP, DNS, DHCP, VLANs) and tools like Wireshark.
- Excellent problem-solving skills and the ability to work independently in a night-shift environment.
- Fluent in English with clear written and verbal communication skills for global clients.
- Familiarity with cloud-based telephony (AWS, Azure) and hybrid voice deployments is advantageous.