Level III Engineer

Smart Choice 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.

At Smart Choice, we believe that greatness is achieved through collaboration, creativity, and a relentless commitment to white-glove service and customer success. We don’t just provide services—we build partnerships and create lasting impacts for businesses across the country. As a leading provider of advanced telecom, internet, security, and infrastructure solutions, we empower our clients with the tools they need to thrive in today’s fast-paced, tech-driven world.

Our people are the heart of what we do, and we pride ourselves on fostering a dynamic and inclusive work environment where everyone’s voice is heard. Our culture thrives on creativity ,
collaboration , and celebrating successes —big and small.

As part of our team, you'll be joining a company that values innovation ,
teamwork ,
community engagement , and professional growth . Whether it's through professional development, team-building events, or mentorship opportunities, we ensure that our employees feel supported and empowered to achieve their goals. If you're driven, passionate, and ready to make an impact, we want you to be part of our journey.

The Level III Engineer is a senior technical escalation resource responsible for resolving complex voice, network, Microsoft Teams, and unified communications issues that require advanced troubleshooting and cross-functional coordination. This role owns high-impact incidents through resolution, communicates clearly with customers and internal stakeholders, produces complete technical documentation, and helps improve the capability of the broader support team.

• Own advanced escalations from Level I and Level II engineers, including complex or recurring incidents affecting voice, data, connectivity, call quality, and customer operations.
• Troubleshoot and support LAN/WAN, VLANs, routing, switching, wireless, VPN, DHCP, DNS, NAT, QoS, firewalls, and internet circuit issues across customer environments.
• Administer and troubleshoot Cisco Unified Communications platforms, Cisco Unity Connection, Cisco voice gateways, CUBE/SBC environments, Asterisk-based systems, SIP trunks, and carrier services.
• Support Microsoft Teams Phone, including user provisioning, Direct Routing, SBC connectivity, call-flow analysis, and call-quality troubleshooting.
• Configure and troubleshoot Cisco and Meraki network equipment, including switches, routers, wireless access points, security appliances, site-to-site VPNs, and remote‑access connectivity.
• Coordinate with field engineers, carriers, vendors, customer IT teams, and internal engineering resources to isolate ownership, restore service, and drive issues to resolution.
• Lead technical response for priority incidents and customer escalations, providing clear status updates, impact summaries, next steps, and escalation paths.
• Demonstrate excellent documentation skills by ensuring every ticket tells the complete story from initial…