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Mid LevelFull-time
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Level 2 Engineer (Avaya Experience) to support both telecommunications and managed IT services customers. This role involves hands-on technical support, ticket management, and regular customer communication, with a focus on Avaya phone systems and Microsoft 365 environments.
Key Responsibilities
- →Manage and resolve Level 2 support tickets across telco and MSP services
- →Triage issues and liaise directly with customers via phone and email
- →Provide clear, regular updates to customers on ticket progress
- →Troubleshoot and support Avaya phone systems
- →Support Microsoft 365 environments (user support, optimisation, onboarding/offboarding)
- →Assist with customer onboarding and offboarding activities
- →Work closely with Operations and Service Desk leadership on priorities and escalations
- →Support and maintain Avaya phone systems across a large customer base
- →Assist with telephony solutions, including call flows, call recording, reporting, and PABX platforms
- →Support additional telco platforms where applicable
Requirements
- ✓Hands-on Avaya phone system experience
- ✓Previous experience in a Level 2 support role
- ✓Microsoft 365 Experience
- ✓Google Workspace Experience
- ✓Experience with Ticket Triage, Follow Through, Escalation and Follow Up
- ✓Experience with Ticketing systems
- ✓Experience with Ericsson IPECS phone systems
- ✓Experience with Kaseya, Datto RMM, Ubiquiti, UniFi products, and Firewall experience (any vendor)
