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)
• 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.

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

Growth Opportunities:AsSmartChoicecontinues 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,SmartChoiceis a place where your voice will be heard, and your efforts will be recognized.

AtSmartChoice, 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 thingshappen.Ifyou’relooking 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 atSmartChoice!

SmartChoiceprovidesequal 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, please do notsubmitunsolicited 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.

About Smart Choice Communications

Who we are

SmartChoiceis 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, andoperatingwith confidence.

Why join us?

AtSmartChoice, we believe that greatness is achieved through collaboration, creativity, and a relentless commitment to white-glove service and customer success. Wedon’tjust 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 adynamic and inclusive work environment where everyone’s voice is heard. Our culture thrives oncreativity,collaboration, andcelebrating successes—big and small.

As part of our team,you'llbe joining a company that valuesinnovation,teamwork,community engagement,andprofessional growth. Whetherit'sthrough professional development, team-building events, or mentorship opportunities, we ensure that our employees feel supported and empowered to achieve their goals. Ifyou'redriven, passionate, and ready to make an impact, we want you to be part of our journey.