**This is not a remote position. The reporting location is Rapid City or Dell Rapids, South Dakota.**
 

General Summary:

The Mitel Phone Support Specialist configures, maintains, and troubleshoots various Mitel telephony applications to resolve complex issues, primarily in a remote support role.  This role requires proficiency in Mitel PBX systems, VoIP technologies, and network infrastructure to deliver exceptional support. Additional duties include providing remote support for hosted PBX systems, data switches, and servers.

 

Essential Job Functions:

• Provide technical support for Mitel phone systems via phone, addressing hardware, software, and network-related issues.
• Configure and maintain Mitel PBX systems, including MiVoice Business, MiVoice Office, and MiCollab platforms.
• Assist remotely with programming changes, system upgrades, feature setups, and product support for customers and onsite technicians.
• Diagnose and resolve networking issues that affect telephony performance.
• Support VoIP, SIP trunks, and integrations with network infrastructure.
• Train customers on the use of related software applications.
• Serve as an escalation point for Level 1 technicians.
• Install, maintain, and support Mitel applications.
• Perform system diagnostics, troubleshooting, and repair of Mitel software applications and systems.
• Utilize company software, tools, processes, and procedures to document support cases, resolutions, and customer interactions.
• Develop and update detailed customer project documentation within the documentation platform.
• Participate in the required on-call rotation.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

 

Knowledge, Skills & Abilities:

• Knowledge of company policies and procedures.
• Knowledge of company products and services.
• Hands-on experience with Mitel PBX systems, VoIP protocols, and SIP technologies.
• Advanced knowledge of networking concepts, including TCP/IP, VLANs, QoS, DNS, DHCP
• Knowledge of Windows 2019, 2022, 2025 operating systems.
• Strong troubleshooting and analytical skills for both telephony and network-related issues.
• Excellent customer service and relationship building skills.
• Excellent verbal and written communication.
• Skill in operating various office equipment such as personal computer, various software programs, and telephone systems.
• Ability to learn telephone solutions offered and maintained by the Company.
• Ability to pay close attention to detail during troubleshooting, documentation, and follow-through.
• Ability to use windows Hyper-V and VMware.
• Ability to communicate with customers, employees, and various business contacts in a professional and courteous manner.

 

Education and/or Experience:

• Minimum of 3 years of experience in phone system support or telecommunications.
• Associate’s degree in information technology or related field, or an equivalent combination of education and experience.

Certifications, Licenses, Registrations:

• Must have or be able to obtain multiple Mitel Certifications (e.g., Mitel Certified Technician, Mitel MiVoice Business).

• Additional certifications, including network certifications, are preferred.

Other Qualifications and/or Credentials:

Physical Requirements:

 

PHYSICAL REQUIREMENTS	0-24%	25-49%	50-74%	75-100%
Seeing:   Must be able to read computer screen and various reports.				X
Hearing:   Must be able to hear well enough to communicate with employees and business contacts.				X
Standing/Walking:	X
Climbing/Stooping/Kneeling:	X
Lifting/Pulling/Pushing:	X
Fingering/Grasping/Feeling:   Must be able to write, type, and use phone system.				X
Sitting:				X

 

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.