Level III Engineer

About the role

The Level III Engineer is a senior technical escalation resource responsible for resolving complex voice, network, Microsoft Teams, and unified communications issues that require advanced troubleshooting and cross-functional coordination. This role owns high-impact incidents through resolution, communicates clearly with customers and internal stakeholders, produces complete technical documentation, and helps improve the capability of the broader support team. 

Supervisory Responsibilities:

·       None

Key Responsibilities:

• Own advanced escalations from Level I and Level II engineers, including complex or recurring incidents affecting voice, data, connectivity, call quality, and customer operations. 

• Troubleshoot and support LAN/WAN, VLANs, routing, switching, wireless, VPN, DHCP, DNS, NAT, QoS, firewalls, and internet circuit issues across customer environments.
• Administer and troubleshoot Cisco Unified Communications platforms, Cisco Unity Connection, Cisco voice gateways, CUBE/SBC environments, Asterisk-based systems, SIP trunks, and carrier services. 

• Support Microsoft Teams Phone, including user provisioning, Direct Routing, SBC connectivity, call-flow analysis, and call-quality troubleshooting. 

• Configure and troubleshoot Cisco and Meraki network equipment, including switches, routers, wireless access points, security appliances, site-to-site VPNs, and remote-access connectivity. 

• Coordinate with field engineers, carriers, vendors, customer IT teams, and internal engineering resources to isolate ownership, restore service, and drive issues to resolution. 

• Lead technical response for priority incidents and customer escalations, providing clear status updates, impact summaries, next steps, and escalation paths. 

• Demonstrate excellent documentation skills by ensuring every ticket tells the complete story from initial issue through resolution. Clearly document the customer-reported problem, troubleshooting performed, all actions and steps taken, findings, configuration changes, communications, escalations, ownership, next steps, and final resolution so another engineer can understand exactly what occurred without needing additional context. 

• Prepare root cause analyses and customer-ready technical summaries for major or recurring incidents. 

• Perform approved system administration, maintenance, upgrades, patch coordination, and configuration changes while following change-control and customer-impact requirements. 

• Maintain current customer technical documentation, diagrams, inventories, configurations, and support information. 

• Create and improve installation guides, troubleshooting procedures, knowledge articles, and escalation runbooks. 

• Act as a senior escalation resource and technical mentor for Level I through Level III engineers, supporting issue resolution, knowledge transfer, and skill development. 

• Participate in service reviews, project-to-support handoffs, and technical planning discussions when senior engineering support is required. 

• Participate in the on-call rotation and incident-management process, including after-hours support when scheduled. 

• Perform other duties as assigned. 

Who you are:

• Bachelor’s degree in information technology, networking, telecommunications, or a related field, or an equivalent combination of education, technical training, certifications, and relevant experience. 

• Five or more years of experience in technical support, network operations, unified communications, or a related customer-facing engineering role. 

• Four or more years of hands-on voice and data networking experience, including advanced troubleshooting and customer escalation ownership. 

• Relevant industry certifications such as Cisco CCNA/CCNP, Microsoft Teams Administrator or Collaboration Communications Systems Engineer, or Meraki certification are preferred. 

Qualifications& Experience:

• Advanced understanding of TCP/IP, IPv4 subnetting, VLANs, Ethernet, DHCP, DNS, NAT, QoS, routing, switching, wireless networking, and VPN technologies. 

• Strong understanding of VoIP and unified communications, including SIP, RTP, SDP, call routing, dial plans, codecs, DTMF, number translation, and carrier troubleshooting. 

• Hands-on experience with Cisco Unified Communications Manager, Cisco Unity Connection, Cisco voice gateways, CUBE, SBCs, Asterisk, Microsoft Teams Phone, and Direct Routing. 

• Hands-on experience with Cisco and Meraki switching, wireless, security appliances, VPNs, and cloud-managed network troubleshooting. 

• Ability to analyze packet captures, call traces, platform logs, alarms, monitoring data, and other technical evidence to isolate root cause. 

• Working knowledge of Microsoft 365 administration and identity concepts as they relate to Teams voice and customer support. 

• Understanding of incident, request, problem, change, asset, and knowledge-management practices in a service-desk environment. 
• Excellent written and verbal communication, with the ability to translate technical findings into clear customer and leadership updates. 
• Strong analytical troubleshooting skills and a disciplined approach to evidence collection, isolation testing, and root-cause analysis. 
• Ability to manage multiple priorities, maintain ownership, meet service commitments, and escalate risks promptly. 
• Strong customer-service judgment, including professional communication during high-impact or high-pressure incidents. 
• Ability to collaborate effectively with support engineers, project teams, field resources, carriers, vendors, and customer stakeholders. 
• Ability to work independently while following documented processes, security requirements, change controls, and approval paths. 
• Commitment to complete ticket documentation, knowledge sharing, and continuous process improvement. 

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times. 
• Ability to participate in scheduled on-call coverage and after-hours incident response. 

Perks:

• Competitive salary with performance-based incentives
• Comprehensive health benefits (medical, dental, vision, life insurance)
• Generous paid time off
• Employer-matched 401(k)
• Monthly cell phone stipend
• Employee Assistance Program

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.

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.