Senior Voice Support Desk Systems Engineer

SUMMARY

We are seeking a highly skilled Senior Mitel Voice Support Desk Systems Engineer. This role will be responsible for the administration, support, troubleshooting, and optimization of enterprise voice and unified communications environments.

The ideal candidate will have strong hands-on experience with Mitel voice systems, along with working knowledge of Cisco Webex and Zoom collaboration platforms. The engineer will provide advanced technical support, resolve complex voice and collaboration issues, and work closely with internal teams, vendors, and business stakeholders to maintain reliable communications services.

This is a senior-level technical role requiring strong troubleshooting, customer service, documentation, and incident-management skills.

JOB RESPONSIBILITIES

• Provide Level 2/Level 3 technical support for Mitel voice and unified communications environments.
  
• Administer, configure, maintain, and troubleshoot Mitel PBX/VoIP systems, including extensions, users, hunt groups, auto attendants, call routing, voicemail, and related voice services.
  
• Troubleshoot voice quality, registration, call routing, SIP, connectivity, and phone-related issues.
  
• Perform Mitel system upgrades, patches, backups, configuration changes, and routine maintenance.
  
• Support Mitel IP phones, softphones, gateways, SIP trunks, and associated voice infrastructure.
  
• Monitor voice systems and proactively identify performance, availability, and capacity issues.
  
• Support Cisco Webex environments, including Webex Calling, meetings, messaging, user configuration, device connectivity, and troubleshooting.
  
• Support Zoom environments, including Zoom Phone, Meetings, user provisioning, calling features, and endpoint troubleshooting.
  
• Troubleshoot integration issues between voices platforms, collaboration tools, network infrastructure, and user endpoints.
  
• Diagnose issues involving SIP, VoIP, QoS, DNS, DHCP, VLANs, firewalls, and network connectivity that may affect voice services.
  
• Manage user onboarding, moves/adds/changes, number assignments, extension changes, and voice-service provisioning.
  
• Work with telecommunications carriers, Mitel, Webex, Zoom, and other technology vendors to resolve complex incidents.
  
• Participate in incidents, problems, and change management processes.
  
• Escalate critical or recurring issues appropriately and provide detailed technical findings.
  
• Maintain accurate technical documentation, system configurations, troubleshooting procedures, and knowledge-base articles.
  
• Participate in scheduled maintenance, upgrades, migrations, and voice system projects.
  
• Provide technical guidance and mentoring to junior service desk and voice support engineers.
  
• Maintain a high level of customer service when supporting executives and end users.
  

QUALIFICATIONS

• 5+ years of experience supporting enterprise voice, VoIP, telecommunications, or unified communications environments.
  
• Strong hands-on experience with Mitel voice/PBX systems.
  
• Experience supporting Mitel administration, configuration, troubleshooting, upgrades, and maintenance.
  
• Experience with SIP, VoIP, SIP trunks, call routing, voicemail, hunt groups, auto attendants, and IP telephony.
  
• Working experience with Cisco Webex, preferably Webex Calling and enterprise collaboration environments.
  
• Working experience with Zoom, preferably Zoom Phone and Zoom Meetings.
  
• Strong understanding of networking concepts including TCP/IP, DNS, DHCP, VLANs, QoS, VPN, and firewall fundamentals.
  
• Experience troubleshooting voice quality issues such as latency, jitter, packet loss, and one-way audio.
  
• Experience with ticketing and IT service management platforms.
  
• Strong analytical and problem-solving skills.
  
• Excellent verbal and written communication skills.
  
• Ability to work independently and manage multiple priorities in support the environment.
  
• Nice to have: Mitel certification or relevant Mitel technical training.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.