L2 Support Engineer (Avaya Experience)
Full TimeJob Overview
The Level 2 Engineer (Avaya Experience) 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.
The Level 2 Engineer (Avaya Experience) 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.)