Technical Support Engineer

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)

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