L2 Support Engineer (Avaya Experience)

L2 Support Engineer (Avaya & Managed Services)

We are seeking a technically versatile L2 Support Engineer with specialized expertise in Avaya telephony to join our team. This is a unique “hybrid” role that sits at the intersection of Telecommunications and Managed IT Services. Initially, your focus will be telco-heavy (approx. 80-90%) , managing a large Avaya customer base, with the strategic opportunity to expand your footprint into the MSP side of the business as we scale our cloud and infrastructure offerings. This position requires a “hands-on” troubleshooter who can navigate complex call flows while simultaneously supporting modern workplace environments like Microsoft 365 and Google Workspace.

Core Responsibilities: Telephony & MSP Operations

You will be the primary technical resource for resolving escalated tickets, ensuring seamless communication for our diverse client portfolio.

• Avaya System Mastery: Act as the subject matter expert for Avaya phone systems . You will troubleshoot, maintain, and optimize telephony solutions, including complex call flows, call recording, reporting, and PABX platforms .

• L2 Technical Support: Manage the full lifecycle of Level 2 tickets across both telco and MSP services. You will perform triage, resolve deep-seated technical issues, and provide clear, professional updates to customers.

• Modern Workplace Support: Administer Microsoft 365 and Google Workspace environments. This includes user onboarding/offboarding, license optimization, and general productivity suite troubleshooting.

• Infrastructure & Networking: Utilize RMM tools ( Datto, Kaseya ) and manage network hardware, including Ubiquiti/UniFi routers, switches, and access points. You will also provide foundational support for various firewall vendors (eg, WatchGuard, Sophos, Fortinet).

• Strategic Collaboration: Work closely with Operations and Service Desk leadership to manage priorities, handle high-stakes escalations, and assist in technical customer onboarding.

Candidate Profile

We are looking for a “Telco-First” engineer who is eager to transition into a broader Systems Engineering role within a growing MSP framework.

• Experience: Minimum 3+ years in a Level 2 support capacity with a heavy emphasis on telephony.

• Non-Negotiable Expertise: Hands-on Avaya phone system experience is a mandatory requirement for this role.

• Technical Mastery:

  • Proven proficiency in Microsoft 365 and Google Workspace administration.

  • Solid understanding of Ticket Triage and ITIL-aligned escalation processes.

  • Familiarity with Ericsson IPECS or other PABX platforms is highly regarded.

• Highly Desirable:

  • Experience in a fast-paced MSP environment .

  • Exposure to telco platforms such as BroadSoft, BroadWorks, or 3CX .

  • Background in supporting high-volume Call Center solutions .

• Soft Skills: Exceptional customer communication skills via phone and email, with a relentless focus on follow-through and detail.

Standardized Job Data

Why Join This Team?

• The Best of Both Worlds: Leverage your deep Avaya knowledge while gaining elite-level training in modern MSP technologies and RMM tools.

• Career Scaling: As the MSP side of the business grows, you will have a front-row seat to transition into Cloud Engineering or Infrastructure projects.

• Diverse Tech Stack: Exposure to everything from legacy PABX systems to high-performance UniFi networking and multi-vendor firewall environments.