Level II Engineer

Position: Level II Engineer
Employment Type: Full Time
Location: St. Petersburg, FL
Industry: Information Technology and Services
Who we are:
SmartChoice is a leading provider of business cloud communications with a unique portfolio of solutions including UCAAS, collaboration platforms, and dedicated contact centers. Through its 24x7x365 U.S. based support, white-glove service, and single point of contact approach, SmartChoice has become the go-to provider for businesses and their technology needs, and is one of the largest award-winning business phone system providers. SmartChoice is proud to service and support thousands of enterprises worldwide. Check out our website at www.smartchoiceus.com for more information.
Job Overview:
The Level II Engineer will be responsible for assessing issues and providing solutions for problems that cannot be handled by Level 1 Engineers. The Level II Engineer will assist in design, development, implementation, and analysis of technical products and systems.
Supervisory Responsibilities:

• None

You will be responsible for…

• Handle incident and service requests; resolve them within the agreed Service Level Agreement
• Diagnose faults and provide complete resolution geared towards customer satisfaction
• Oversee support and business tasks of Cisco Call Manager, Cisco Unity and Cisco Call Manager Express
• Ensure that systems are optimally configured, and the contained information is current (e.g. proactive system maintenance, etc.)
• Attend service level meetings when appropriate
• Serve as a point of contact for all customer escalations
• Input quality updates into the ticketing system
• Performs administration and configuration of Cisco Systems
• Ensure that asset management and inventory are kept up to date
• Ensure preventative maintenance is completed as specified by customer
• Communicate any issues or changes regarding the system with the client
• Ensure that all relevant information has been collected related to Cisco Systems and correlated; analyze the data where applicable
• Work with Cisco and/or partners (within customer subject matter experts and Cisco Tier 3 engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue)
• Prepare and produce root cause analysis reports
• Collaborate with the customer and external partners for installing customer/vendor certified patches
• Create installation and troubleshooting documentation when necessary
• Program with an understanding of business reporting requirements while providing support to operations to interpret metrics and service levels
• Perform routine system administration and maintenance on local or remote locations with no impact to the business
• Participate in 24/7 support and on-call rotation, including incident management duties
• Perform other duties as assigned

What education & experience you’ll bring...

• Associates’ degree; or equivalent combination of education and relevant work experience
• 3-4 years related experience in Customer Service or Technical Support
• Knowledge of LAN/WAN and data networks
• 4+ years Voice/Data Network specific experience
• 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
• Knowledge and experience with Voice Network technologies, including:
  
  • Corporate Telephony - Cisco Call Manager, Cisco Unity Voicemail, Voice Gateways, Carrier Management
• Background on Data Network technologies such as routers, switches, wireless access points, and firewalls is a plus
• Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS, SIP, H.323

What skills & abilities you’ll bring...

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Ability to work closely with business partners on telephone related issues
• Ability to address customers’ requests quickly and effectively, striving for first call resolution
• 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

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. 

What we offer...

• Competitive salary
• Paid Time Off
• Medical, dental, vision and life insurance
• Flexible spending accounts
• Gym membership reimbursement
• Employer-matched 401(k) plan
• Exciting company events

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.