ProTelesis Corporation · 1 day ago
Advanced Telecom/VoIP/Cloud Support Engineer – Information and Communications Technology
South Santa Clara Valley, CA
Full-time
Hybrid
Mid Level
3+ years expProTelesis Corporation provides comprehensive IT solutions and is seeking a skilled Support Engineer to deliver Tier 2 and Tier 3 technical support for Mitel systems. The role involves configuring and supporting IP telephony systems, resolving customer issues, and collaborating with the help desk team to optimize VoIP performance.
AnalyticsCommunications InfrastructureInformation TechnologyIT Management
Responsibilities
Configure, implement, and support IP telephony systems integrated with enterprise networks, cloud-based services, and relevant protocols
Prioritize rapid identification and resolution of customer issues to minimize downtime
Provide technical assistance for hardware, software, and applications related to On-Premise solutions and cloud based
Execute system upgrades and migrations to modern unified communications platforms
Support the rollout of new VoIP products or services, including provisioning necessary technical resources for ongoing management
Design and maintain VoIP infrastructure, including IP-PBX systems, call management tools, voicemail, and interactive voice response (IVR) applications
Collaborate with the help desk team to resolve trouble tickets and address end-user challenges with VoIP hardware and applications
Monitor capacity and performance metrics for VoIP traffic to ensure seamless, uninterrupted telephony operations
Partner with network engineers and administrators to optimize VoIP traffic, preventing interference with data network performance
Develop and test disaster recovery plans to identify faults, reduce malfunctions, and ensure robust system backups
Plan and execute the transition from legacy telephony systems and traditional switch-based technologies where applicable
Select, deploy, and leverage tools for reporting, routing, and optimizing IP telephony traffic across the network
Maintain a professional demeanor at all times while representing the company
Perform other duties as assigned
Qualification
Required
Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience
3+ years of experience in information technology
3+ years of hands-on experience in telecommunications, with expertise in Mitel (formerly ShoreTel) systems required
Proven expertise in VoIP solutions; experience with Mitel, Avaya and or Cisco Unified Communications is a strong advantage
Strong organizational skills, with the ability to think independently and multitask effectively in a fast-paced environment
Collaborative, hands-on approach with excellent teamwork capabilities
Oral and written communication skills, including active listening
In-depth knowledge of WAN concepts, architectures, and protocols
Extensive experience with VoIP technologies and Quality of Service (QoS) implementations
Company
ProTelesis Corporation
ProTelesis offers a full suite of IT Solutions specifically designed to help our customers focus on their business while we focus on their IT.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$4.58M2025-12-09Debt Financing· $4.58M
Leadership Team
Christoph Pluchar
CTO
William Traenkle
CIO
Recent News
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