Mitel Sr. Support Engineer

Black Box • United States,

10d

About The Position

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

Requirements

• 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.

Nice To Haves

• Bachelor’s degree in Information Technology or related field preferred; equivalent experience considered.
• Relevant Mitel certifications preferred.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior