Level II Engineer

About the role

TheTierII Engineerwillbe responsible for resolving inbound customer service and technical support customer requests, accuratelylogging,and tracking all call/email activity in our ticketing system, providing accurate and professional resolution on all supported issues, and accurately resolving all assigned customer service or technical trouble tickets.

The TierII 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 call flow issues (inbound/outbound routing problems)

• Troubleshoot registration issues (phones not registering to PBX/SBC)

• Support fax and EFAX 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/customers

• Assistin training new Tech Support Employees and other company employees

• Performs other job duties as assigned.

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

• 3-5 years 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 on VPN and other remote connectivity as well as Cisco switches, routers, wireless access points, and firewalls

• Knowledge and 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 andto delegatethem when appropriate.

• Ability to function well in a high-pacedand at timesstressful 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 tolift upto 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: You’llbe part of a forward-thinking teamthat’sdriving the future of business communications.

• Growth Opportunities: As Smart Choicecontinues  to expand, so do the opportunities for our team members to take on new challenges.

• Fun & Collaborative Environment: We’reserious about our work, but we also know how to havea good time. From team-building events to spontaneous brainstorming sessions,Smart Choiceis a place where your voice will be heard, and your efforts will be recognized.

At Smart Choice , we embrace a work culture that champions teamwork, creativity, and fun while striving for excellence in everything we do. We believe that when passionate individuals come together,great things happen.
If
you’re
looking to contribute to a growing company that is shaping the future of business communication, we want you on our team.

Smart Choice provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type is not tolerated.