Level II Engineer

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., * 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
• Assist in 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 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.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Employee assistance program, * 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

SmartChoice 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., At SmartChoice, 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., * 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.

At SmartChoice, 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. Apply now and start making your mark at SmartChoice!