Job Description

Role: Mitel Managed Services Engineer (Unified Communications)

Experience: 1 to 5 years

Location: Charlotte, North Carolina (Work from Office)

The Mitel Managed Services Engineer is responsible for the deployment, support, maintenance, and continuous improvement of Mitel Unified Communications (UC) solutions within managed service environments. The ideal candidate will bring deep expertise in Mitel platforms, strong diagnostic and problem-solving skills, and a solid foundation in networking and virtualized environments. This role works closely with clients, project managers, and cross-functional teams to deliver exceptional service and ensure operational excellence.

Key Responsibilities

• Deploy, configure, and maintain Mitel UC solutions across virtualized and physical environments. - Diagnose and resolve complex technical issues on platforms such as MiVoice Business, Mitel Border Gateway (MBG), MiCollab, and MiCC Contact Center.
• Serve as a senior escalation point for break-fix and performance issues, offering both remote and on-site support as needed.
• Collaborate with project managers and service desk teams to deliver timely and effective solutions. - Document system configurations, troubleshooting steps, and resolution outcomes to maintain an up-todate knowledge base.
• Conduct root cause analysis for recurring issues and contribute to service improvement initiatives.
• Support associated network infrastructure including LAN, WAN, VoIP, SIP, ISDN, and PSTN.
• Assist in the implementation, upgrade, and migration of hosted and on-premise Mitel solutions.
• Mentor junior engineers and share technical expertise across the support organization. - Ensure compliance with SLA commitments and actively contribute to the enhancement of support processes

Required Skills & Experience

• 1+ years of hands-on experience in supporting and maintaining Mitel UC solutions in managed service environments.
• Proficiency in troubleshooting and resolving issues within MiVoice Business, MBG, MiCollab, and MiCC Contact Center.
• Strong grasp of networking concepts (IPv4, switching, routing, VLANs, SIP), preferably with Cisco or HP networking exposure.
• Experience with VMware ESXi and/or Microsoft Hyper-V, and deploying Mitel solutions in virtualized setups.
• Familiarity with Windows Server, Active Directory, and general server administration.
• Exceptional communication skills-both written and verbal-with strong documentation practices.
• Ability to work independently, take ownership, and collaborate across functional teams.
• Willingness to support occasional site visits and off-hours work, as required.

Certifications (Preferred)

• Mitel Certified Associate (MCA) or Mitel Certified Professional (MCP)
• CCNA or equivalent networking certification
• Additional certifications in virtualization or Microsoft technologies are a plus

Key Competencies:

• Mitel UC Platforms: MiVoice Business, MBG, MiCollab, MiCC Contact Center
• Troubleshooting: Expertise in fault diagnosis and resolution
• Networking: LAN/WAN, SIP, VoIP, ISDN, PSTN, VLANs, Cisco/HP
• Virtualization: VMware ESXi, Hyper-V
• Certifications: MCA/MCP, CCNA (preferred)
• Documentation: System configs, fault logs, knowledge base contribution
• Communication: Strong verbal and written communication skills
• Teamwork: Effective collaboration with cross-functional teams