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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Level II Engineer - **Company:** Smart Choice Communications - **Location:** St. Petersburg, FL, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, VoIP, Internet Fax, H.323 Protocol, Issue Tracking Systems, Virtual Private Networks (VPN), Session Initiation Protocols, Network Troubleshooting, Microsoft Office, Remote Access Technology, Signalling Connection Control Part (SCCP), Software Requirements Analysis, Virtual Local Area Networks, Wireless Access Point, Data Logging, Network Routers, Firewalls (Computer Science), Cisco Switches, Cisco - **Published:** July 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fcf05c00b8284886 ## About the Role * 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. ## Description 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. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Develop, test and run a communications application in a serverless cloud](https://www.wearedevelopers.com/videos/760-develop-test-and-run-a-communications-application-in-a-serverless-cloud) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)