L2 Engineer - VOIP Exposer

The Level 2 Engineer will play a key role in supporting both telecommunications and managed IT services customers. This is a telco-heavy role initially (approximately 80 - 90% telecommunications / 10 - 20% MSP), with the opportunity to grow alongside the MSP side of the business as it scales. The role involves hands-on technical support, ticket management, and regular customer communication.

Duties and Responsibilities:
• Core 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
• Telecommunications Focus :
• 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 (training provided if needed)

Required Experience/Skills:
• Must-Have
• Hands-on Avaya phone system experience (non-negotiable)
• Previous experience in a Level 2 support role
• Microsoft 365 Experience
• Google Workspace Experience
• Experience with Ticket Triage, Follow Through, Escalation and Follow Up
• Highly Desirable
• Experience working in an MSP environment
• Exposure to telco platforms beyond Avaya (e.g. BroadSoft, BroadWorks, 3CX)
• Experience supporting call centre or telephony solutions
• Tools & Systems Required / Used
• Avaya phone systems
• Ericsson IPECS phone systems
• Ticketing systems (experience essential) Advantageous
• Kaseya
• Datto RMM
• Ubiquiti / UniFi products (routers, switches, access points)
• Firewall experience (any vendor – WatchGuard, Sophos, Fortinet, etc.) - Comm Centre is open to learning from the right candidate and evolving tooling where appropriate.