Level II Engineer

About the role

The Tier II Engineer will be responsible for resolving inbound customer service and technical support customer requests, accurately logging, 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 Tier II Engineer handles escalations from Tier I Engineers when needed.

Key Responsibilities

• 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)
• 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
• Maintain awareness of system alerts and respond to anomalies proactively
• Provide technical input during escalations or bridge calls with internal teams/carriers/customers
• Aid in training new Tech Support Employees and other company employees
• Perform other job duties as assigned.

Who you are

• 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

Qualifications, Experience & Education

• 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 to 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

Preferred Qualifications

• Cisco CCNA or other networking certifications
• Microsoft 365 Certifications

Physical Requirements

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

Perks

• 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

What We Offer

• Culture of Innovation: You’ll be part of a forward-thinking team that’s driving the future of business communications.
• Growth Opportunities: As SmartChoice continues to expand, so do the opportunities for our team members to take on new challenges.
• Fun & Collaborative Environment: We’re serious about our work, but we also know how to have a good time. From team-building events to spontaneous brainstorming sessions, SmartChoice is a place where your voice will be heard, and your efforts will be recognized.

Company Values

• Embrace a work culture that champions teamwork, creativity, and fun while striving for excellence in everything we do.
• Believe that when passionate individuals come together, great things happen.

Equal Employment Opportunity

SmartChoice 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.

Recruiting Agencies

Recruiting agencies, please do not submit unsolicited referrals for this or any open role. We have a roster of agencies with whom we partner, and we will not pay any fee associated with unsolicited referrals.

Operations

St Petersburg, FL