Reports To: NOC Manager                                                               Classification: Non-Exempt
Department: Tech Support                                                              Position Type: Full-Time

At SmartChoice, we’re reshaping the way businesses communicate, connecting them with innovative solutions through our SMART Network. As a trusted Voice Carrier, Internet Service Provider, Microsoft Teams Partner, and Service Expert, we help companies nationwide achieve new levels of performance with our tailored and cutting-edge technology. We're passionate about delivering exceptional white-glove service, and our team is key to keeping businesses moving forward.Why Join Us?

At SmartChoice, we believe that greatness is achieved through collaboration, creativity, and a relentless commitment to white glove service and customer success. We don’t just sell products—we build partnerships and create lasting impacts for businesses across the country. As a leading provider of advanced voice, internet, and communications solutions, we empower our clients with the tools they need to thrive in today’s fast-paced, tech-driven world.

At SmartChoice, we believe our people are the heart of what we do, and we pride ourselves on fostering a dynamic and inclusive work environment where everyone’s voice is heard. Our culture thrives on creativity, collaboration, and celebrating successes—big and small.

As part of our team, you'll be joining a company that values innovation, teamwork, community engagement, and professional growth. Whether it's through professional development, team-building events, or mentorship opportunities, we ensure that our employees feel supported and empowered to achieve their goals. If you're driven, passionate, and ready to make an impact, we want you to be part of our journey.

* *This is a full-time, in-office position based in St. Petersburg, FL requiring on-site presence 5 days a week. We are not offering relocation assistance at this time.
*Recruitment agencies or third-party recruiters—please note that we are not engaging external firms for this role.

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.

Responsibilities:

• 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
Education and Experience:
 

• 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

Required Skills/Abilities:

• 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.
• Ability to lift up to 15 pounds at times. 

What We Offer:

• 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.

At SmartChoice, 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 things happen. If you’re looking 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 at SmartChoice!

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.

 

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