Black Box

1 week ago

Mitel Sr. Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Provide Tier 3 technical support and escalation for complex voice, networking, and collaboration issues with a strong focus on contact center environments. Troubleshoot and resolve hardware, software, network connectivity, and telecommunications problems; perform advanced diagnostics and root-cause analysis. Support and maintain Mitel solutions (MiVoice Business, Mitel 200, MiCollab, MiContact Center, and SIP). Document findings, monitor ticket trends, and ensure SLA-driven service delivery.

Location: United States

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

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, monitor ticket trends, and contribute to continuous service and process improvements.

Key Requirements

•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.
•Experience with ServiceNow or similar ticketing platforms; relevant Mitel certifications preferred.

Experience:Managed servicesUnified communicationsContact center

Education:Bachelor's in Information Technology

Skills:Customer-focusedAnalyticalCommunicationInterpersonal skillsContinuous learning

Certifications:Mitel certifications

Tech Stack:MitelMiVoice BusinessMitel 200MiCollabMiContact Center (MiCC)SIPLayer 2Layer 3LANWANDNSServiceNow

Company Brief

Black Box

Provides technology infrastructure and managed IT services for enterprises, including network connectivity, data center solutions, collaboration/AV systems, and managed security and support services.

Industry: Professional Services

Headquarters: Pittsburgh, United States

Founded: 1976

Website

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Black Box

1 week ago

Mitel Sr. Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: United States

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

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, monitor ticket trends, and contribute to continuous service and process improvements.

Key Requirements

•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.
•Experience with ServiceNow or similar ticketing platforms; relevant Mitel certifications preferred.

Experience:Managed servicesUnified communicationsContact center

Education:Bachelor's in Information Technology

Skills:Customer-focusedAnalyticalCommunicationInterpersonal skillsContinuous learning

Certifications:Mitel certifications

Tech Stack:MitelMiVoice BusinessMitel 200MiCollabMiContact Center (MiCC)SIPLayer 2Layer 3LANWANDNSServiceNow

Company Brief

Black Box

Provides technology infrastructure and managed IT services for enterprises, including network connectivity, data center solutions, collaboration/AV systems, and managed security and support services.

Industry: Professional Services

Headquarters: Pittsburgh, United States

Founded: 1976

Website