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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)
• 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.

• Cisco CCNA or other networking certifications
• Microsoft 365 Certifications

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Competitive salary with performance-based incentives
• Generous paid time off
• Employer-matched 401(k)
• Monthly cell phone stipend
• Employee Assistance Program
• Generous PTO

• 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.

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, 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.