Mitel Engineer Unified Communications

ADI Resourcing; Charlotte (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

A technology services provider is looking for a Mitel Managed Services Engineer in Charlotte, NC. The role involves deploying and supporting Mitel Unified Communications solutions. Candidates should have at least 1 year of experience in a managed services environment and strong diagnostic abilities. Collaboration with clients and project managers is essential, with a focus on service excellence. Preferred certifications include CCNA. This position requires a hands-on approach and technical expertise in networking and virtualized environments.

Qualifications

• 1+ years of experience supporting Mitel UC solutions.
• Proficient in troubleshooting MiVoice Business, MBG, MiCollab.
• Strong understanding of networking concepts and virtualized environments.

Responsibilities

• Deploy, configure, and maintain Mitel UC solutions.
• Diagnose and resolve technical issues on Mitel platforms.
• Collaborate with project managers and document resolutions.
• Conduct root cause analysis for recurring issues.
• Support associated network infrastructure including LAN and VoIP.

Skills

Mitel UC solutions support

Troubleshooting MiVoice Business

Networking concepts (IPv4, routing)

VMware ESXi and/or Microsoft Hyper-V

Windows Server administration

Strong communication skills

Education

CCNA or equivalent networking certification

Job description

Charlotte, North Carolina, United States

About the job Mitel Engineer Unified Communications

Role: Mitel Managed Services Engineer (Unified Communications)

Experience: 1 to 5 years

Location: Charlotte, North Carolina (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 problem-solving skills, and a solid foundation in networking and virtualized environments. This role works closely with clients, project managers, and cross-functional 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 break-fix and performance issues, offering both remote and on-site 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 up-to-date 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 on-premise 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 hands-on 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 Hyper-V, and deploying Mitel solutions in virtualized setups.
• Familiarity with Windows Server, Active Directory, and general server administration.
• Exceptional communication skills—both written and verbal—with strong documentation practices.
• Ability to work independently, take ownership, and collaborate across functional teams.
• Willingness to support occasional site visits and off-hours work, as required.

Certifications (Preferred)

• CCNA or equivalent networking certification
• Additional certifications in virtualization or Microsoft technologies are a plus
• 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
• Certifications: MCA/MCP, CCNA (preferred)
• Documentation: System configs, fault logs, knowledge base contribution
• Communication: Strong verbal and written communication skills
• Teamwork: Effective collaboration with cross-functional teams