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. <...