Job Description

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.

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.

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