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 contin...