Mitel Engineer Unified Communications
Mitel Engineer Unified Communications
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Job Description
Role: Mitel Managed Services Engineer (Unified Communications)
Experience: 1 to 5 years
Location: Charlotte North Carolina (Remote/Work from Office)
Role Overview: 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 problemsolving skills and a solid foundation in networking and virtualized environments. This role works closely with clients project managers and crossfunctional 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 breakfix and performance issues offering both remote and onsite 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 uptodate 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 onpremise 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 handson 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 HyperV and deploying Mitel solutions in virtualized setups.
- Familiarity with Windows Server Active Directory and general server administration.
- Exceptional communication skillsboth written and verbalwith strong documentation practices.
- Ability to work independently take ownership and collaborate across functional teams.
- Willingness to support occasional site visits and offhours 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 HyperV
- Certifications: MCA/MCP CCNA (preferred)
- Documentation: System configs fault logs knowledge base contribution
- Communication: Strong verbal and written communication skills
- Teamwork: Effective collaboration with crossfunctional teams
Employment Type
Full Time
