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Job summary

Career Level:
Mid Career (2+ years of experience)
Job type:
Full time

ShoreTel Trainer and Level 1 Engineer

About this job

Job Description
Location: brightstack, New York, NY
ShoreTel Trainer and Level 1 Helpdesk Analyst

  • Able to quickly learn how to use ShoreTel phones and software and teach that knowledge to business users
  • Bachelor’s Degree
  • Knowledge of IT operations, hardware, software, networks and procedures to resolve many service tickets independently
  • Ability to communicate clearly verbally and in writing
  • Professional demeanor
  • Personable with a sense of humor to provide a fantastic and fun training experience
  • History of technical certifications is a plus

Essential Duties and Responsibilities:

  • Working on service tickets (60%)
  • Perform training (30%)
  • Assisting other members of the service team (5%)
  • Other duties as assigned by the company (5%)

Measures of Accountability:

    • Training performance feedback
    • Utilization of billable time
    • Customer Satisfaction
    • Reliability and promptness
    • Efficiency and completeness of tickets
    • Ratings by the service team on helpfulness

Why brightstack?

brightstack was formed in 2004 and has grown to 23 employees. We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation, an extensive benefits package including paid time off, medical, dental, vision, life insurance, and long-term disability benefits, matching 401(k), and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.
brightstack is a New York City-based Managed IT Service Provider offering FlexOffice solutions which integrate Premise and Cloud/Hosted solutions to deliver a best-of-both-worlds Hybrid solution.

Job Description:

In this job, you will function as a Trainer and Helpdesk Level 1 Analyst. brightstack deploys ShoreTel phone systems often and the trainer will be the onsite resource, training users how to use the ShoreTel phone system including the physical phone, the communicator software, the mobility client and related material in a fun and educational format. As a Helpdesk Analyst you will evaluate and resolve telephone and email inquiries pertaining to the functional operation of all installed applications and hardware and software products as needed for our clients with a specific focus on ShoreTel issues. Tickets come in primarily through the dispatcher who assigns tickets, and the Helpdesk Analyst then works on tickets as scheduled. As required, the Analyst escalates to engineering to ensure client satisfaction. The Analyst enters detailed time and notes on service tickets throughout the work process with 8 hours entered every day and at least 40 hours every week into our ticking system. Project tickets are also assigned where the Analyst also works on new networks, telephony installs, moves, and new servers. The Analyst works with the dispatcher to check and maintain backups every day. The Analyst reports problems with procedures and makes suggestions for improvement. As specific client issues arise, the Analyst documents the process and assists with the Helpdesk team throughout the day.


brightstack offers a full-suite of Managed Services ideal for organizations that don’t want to maintain an internal IT department or are looking for a trusted partner to help augment internal resources.


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