Mitel Sr. Support Engineer

Black Box is seeking a highly skilled Mitel Sr. Support Engineer to provide advanced technical support for complex voice, networking, and collaboration solutions, with a strong focus on Contact Center. This role serves as the highest level of escalation for issues that cannot be resolved by Tier 1 or Tier 2 teams.

Key Responsibilities

• Provide Tier 3 support and troubleshooting for hardware, software, network, connectivity, and telecommunications issues.
• Support and maintain Mitel solutions, including MiVoice Business, Mitel 200, MiCollab, MiContact Center (MiCC), and SIP technologies.
• Perform advanced diagnostics, root cause analysis, and resolution of escalated customer issues.
• Escalate issues to manufacturers or carriers when required and coordinate with Tier 4 support.
• Document troubleshooting findings, solutions, and best practices for future reference.
• Monitor ticket trends and contribute to continuous service and process improvements.
• Ensure service delivery meets customer expectations and established SLAs.
• Collaborate with internal teams to deliver outstanding customer experiences.

Qualifications

• Bachelor's degree in Information Technology or related field preferred; equivalent experience considered.
• 5+ years of technical support experience in a Managed Services Provider (MSP) or technology services environment.
• Experience supporting Mitel unified communications platforms.
• Strong Layer 2/3 networking knowledge, including LAN, WAN, DNS, SIP, and telecommunications technologies.
• Excellent troubleshooting, problem-solving, and root cause analysis skills.
• Experience with ServiceNow or similar ticketing platforms.
• Relevant Mitel certifications preferred.

Skills & Competencies

• Customer-focused with a commitment to service excellence.
• Strong analytical and decision-making abilities.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced technical environment.
• Continuous learner with a passion for emerging technologies and best practices.

Black Box is an Equal Opportunity Employer.