Job Details

RESPONSIBILITIES:
Kforce has a client in Plano, TX that is seeking a highly skilled Tier 3 Technical Support Engineer to provide advanced support, troubleshooting, and installation services across Mitel communications platforms. This role will serve as the top escalation point for complex technical issues, supporting both remote and onsite client environments. This is a hands-on, client-facing position supporting a mix of on-prem and cloud-based systems, with a focus on delivering high-quality service and timely issue resolution.

Key Responsibilities:
* Provide Tier 3 escalation support for complex technical issues involving hardware, software, networking, and connectivity
* Perform onsite installations and remote troubleshooting for client environments
* Diagnose, analyze, and resolve escalated issues, ensuring timely and high-quality closure of tickets
* Document root cause analysis, resolutions, and troubleshooting steps for future reference
* Manage and monitor ticket queues, identifying trends and recurring issues
* Escalate unresolved issues to Tier 4 (manufacturer/carrier) support within established SLAs
* Coordinate and dispatch field service resources as needed
* Utilize service desk tools and systems to manage incidents and service delivery efficiently
* Recommend and implement improvements to service delivery processes, tools, and methodologies
* Maintain strong client relationships through proactive communication and issue resolution
* Ensure adherence to SLAs, KPIs, and client satisfaction goals
* Collaborate cross-functionally with internal teams and stakeholders
* Continuously expand technical knowledge and stay current on industry trends

Install, support, and troubleshoot Mitel product lines, including:
* MiVoice Business
* Mitel 200
* MiCollab
* MiContact Center (MiCC)

REQUIREMENTS:
Mitel certifications required (must be current/active), including:
* MiVoice Business Rel 10.5
* MiCollab Rel 10.1
* MiVoice Border Gateway (MBG) Rel 12.3
* MiContact Center Business (MiCC)
* Mitel CX

* Proven experience in a Tier 3 support role (advanced troubleshooting and escalation handling)
* Experience working in hybrid environments (on-prem + cloud)
* Strong communication skills with ability to support clients directly
* Experience supporting high-volume ticket environments
Ability to manage multiple priorities and escalations simultaneously

Strong experience with:
* Mitel deployments, installations, and support
* Client-facing technical support environments

Ability to troubleshoot across:
* Voice/telecom systems
* Networking and connectivity
* Hardware and software platforms

Work Environment:
* Strong preference for hybrid in Plano office (open to remote).
* Mix of onsite client visits and remote support
* Fast-paced, service-driven environment supporting enterprise clients

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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