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. **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.**