At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.
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We’re looking for a Level 3 Technical Support Engineer witch represents the highest technical escalation level in Telecom Support.
- Provide Level 3 (advanced) support for Open Scape platforms (hardware terminals, software clients, and associated servers).
- Diagnose, troubleshoot, and resolve complex SIP and VoIP communication issues including call routing, signaling, codec negotiation, trunk configuration, and QoS.
- Perform Linux and Windows Server system administration tasks related to the product, including patching, log analysis, service recovery, and performance tuning.
- Troubleshoot network-related problems (LAN/WAN, VLAN, DHCP, DNS, routing, firewall, NAT, VPN) that affect system performance and connectivity.
- Work with SIP trunks, SBCs (Session Border Controllers), and PBX systems (e.g., Open Scape Voice, OS4K, MiV5000 and MX One) for end-to-end call flow diagnostics.
- Monitor system health using tools such as SNMP, syslog, or vendor-specific monitoring utilities.
- Support database and backup systems (e.g., VEEAM, SQL backups, replication).
- Manage user profiles, button layouts, line configurations, and terminal firmware updates.
- Provide support for integration with external systems (e.g., radio, intercom, or recording systems).
- Assist in capacity planning, architecture design, and system upgrades or migrations.
- Provide mentorship and advanced technical guidance to Level 1 and Level 2 support engineers
- Strong experience with unified communications / voice platforms, SIP/IP telephony, trunking, multi-line systems, redundancy/failover.
- Awareness of the larger infrastructure: networking (LAN/WAN, QoS), servers/virtualization, storage, monitoring/alarms, security hardening of the UC environment.
- Ability to operate in 24×7/mission-critical environment (on-call, off-hours support) and deal with high-urgency faults.
- Understanding of integration with broader UC/voice systems (e.g.multi-channel communications).
- Strong communication skills
- Fluent in English
- Decision making skill under pressure
- Crisis management abilities
- Team player and able to integrate in a international work environment
- Able to handle sensitive and delicate issues
- Business partner communication skills in an ethical and fast technical response and support according to the SLA's requirements
For more information, visit Why Mitel or follow us on LinkedIn here.
Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.
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What We Do
Powering more than 2 billion connections every day, Mitel helps businesses connect, collaborate and take care of customers.
With 45 years of industry leadership, we help businesses connect, collaborate and provide better experiences for their customers. Mitel is trusted by 70 million business users in more than 100 countries.
Throughout our long history of industry experience, innovation has been core to Mitel’s DNA – allowing us to become experts in evolving to meet your needs and help you do the same for your customers. It’s why we’re the only company that wakes up every day exclusively focused on helping you take your communications from where they are today to where you – and your customers – need and expect them to be.
