Level II Engineer

Level II Engineer

Smart Choice Communications – St. Petersburg, Florida, United States – Engineering Department.

Smart Choice Communications is a North American technology partner delivering telecommunications, internet connectivity, network infrastructure, integrated software platforms, and physical security for multi‑location and large organizations. We support organizations that demand reliability at scale, from regional operations to complex, multi‑site enterprises.

Our integrated software connects directly with the telecom, network, and security solutions we deploy, giving customers a unified ecosystem rather than a fragmented technology stack. With teams positioned across the country and a 24/7/365 U.S.

-based signature service model, we provide the reach of a national provider with the responsiveness of a dedicated partner—keeping every location connected, protected, and operating with confidence.

We value innovation, teamwork, community engagement, and professional growth. We foster a dynamic and inclusive work environment where everyone’s voice is heard.

The Tier II Engineer is responsible for resolving inbound customer service and technical support requests, accurately logging and tracking all call/email activity in our ticketing system, and providing professional resolution of supported issues. The Tier II Engineer handles escalations from Tier I Engineers when needed.

• Take full ownership of tickets from assignment to resolution.
• Handle incident and service requests; resolve them within the agreed Service Level Agreement.
• Troubleshoot call flows, routing, trunks, and DID numbers.
• Troubleshoot registration issues (phones not registering to PBX/SBC).
• Support fax and e‑FAX line configurations.
• Support Teams Voice / SBC / direct routing configurations.
• Perform advanced OMNI platform changes (IVR, routing, features).
• Serve as a point of contact for all customer escalations.
• Create installation and troubleshooting documentation when necessary.
• Troubleshoot Microsoft 365 user issues (login problems, mailbox access, sync issues).
• Perform advanced network troubleshooting (routing, VLANs, etc.).
• Ensure proper escalation with full context, logs, and troubleshooting steps documented.
• Contribute to process improvement and automation initiatives.
• Monitor and respond to alerts and system anomalies (proactive support).
• Provide technical input during escalations or bridge calls with internal teams, carriers, and customers.
• Assist in training new Tech Support Employees and other company employees.
• Perform other job duties as assigned.

• Associate’s degree or equivalent combination of education and relevant work experience.

• 3‑5 years of related experience in Customer Service or Technical Support.

• Voice over IP principles and PBX functionality (Asterisk, Cisco Call Manager, Cisco Unity Connection, Dialer, ICM, Cisco Presence, SIP, SCCP, H.323, etc.).

• Knowledge of VPN and remote connectivity, Cisco switches, routers, wireless access points, and firewalls.

• Understanding of Voice network system requirements and standards.

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem‑solving skills.
• Ability to prioritize tasks and delegate them when appropriate.
• Ability to function well in a high‑paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.

• Cisco CCNA or other networking certifications.
• Microsoft 365 Certifications.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

• Competitive salary with performance‑based incentives.
• Comprehensive health benefits (medical, dental, vision, life insurance).
• Generous paid time off.
• Employer‑matched 401(k).
• Monthly cell phone stipend.
• Employee Assistance Program.
• Generous PTO.

• Culture of Innovation – Forward‑thinking…