Technical Support Engineer

Kforce has a client in Plano, TX that is seeking a highly skilled Tier 3 Technical Support Engineer to provide advanced support, troubleshooting, and installation services across Mitel communications platforms. This role will serve as the top escalation point for complex technical issues, supporting both remote and onsite client environments. This is a hands-on, client-facing position supporting a mix of on-prem and cloud-based systems, with a focus on delivering high-quality service and timely issue resolution.

Key Responsibilities:

• Provide Tier 3 escalation support for complex technical issues involving hardware, software, networking, and connectivity
• Perform onsite installations and remote troubleshooting for client environments
• Diagnose, analyze, and resolve escalated issues, ensuring timely and high-quality closure of tickets
• Document root cause analysis, resolutions, and troubleshooting steps for future reference
• Manage and monitor ticket queues, identifying trends and recurring issues
• Escalate unresolved issues to Tier 4 (manufacturer/carrier) support within established SLAs
• Coordinate and dispatch field service resources as needed
• Utilize service desk tools and systems to manage incidents and service delivery efficiently
• Recommend and implement improvements to service delivery processes, tools, and methodologies
• Maintain strong client relationships through proactive communication and issue resolution
• Ensure adherence to SLAs, KPIs, and client satisfaction goals
• Collaborate cross-functionally with internal teams and stakeholders
• Continuously expand technical knowledge and stay current on industry trends

Install, support, and troubleshoot Mitel product lines, including:

• MiVoice Business
• Mitel 200
• MiCollab
• MiContact Center (MiCC)