L2 Technician (IT & VoIP)

About the role

The Level 2 Technician – IT & VoIP provides advanced technical support for a range of managed‑service‑provider clients. You will resolve escalated issues across desktops, servers, networks and voice systems, ensuring stable, high‑quality services.

Key responsibilities

• Own escalated L2 tickets for desktops, laptops, printers and business applications, delivering solutions beyond scripted fixes.
• Manage Microsoft 365, Entra ID and Active Directory tasks such as user provisioning, permissions, shared mailboxes and group policies.
• Perform Windows Server troubleshooting, event‑log review, disk‑space management and coordinate patching during maintenance windows.
• Diagnose network problems including site connectivity, firewall rules, DHCP/DNS, Wi‑Fi and VPN issues.
• Handle escalated VoIP tickets: audio problems, dropped calls, registration issues and call‑quality complaints.
• Configure and maintain VoIP environments – call routing, ring groups, queues, auto‑attendants, voicemail policies and basic contact‑center flows.
• Provision IP phones and softphones using templates and bulk tools (e.g., SkySwitch).
• Investigate end‑to‑end call quality by reviewing CDRs, analyzing latency, jitter, packet loss and adjusting QoS or firewall/NAT settings.
• Collaborate with vendors such as SkySwitch, drive ticket resolution and communicate outcomes internally.
• Document all actions in the PSA and knowledge base, identify recurring patterns and suggest improvements.

Required profile

• Minimum 3 years of technical support experience, including 1–2 years in an MSP or multi‑client environment.
• Proven ability to troubleshoot complex IT and VoIP issues independently.
• Strong communication skills to keep clients informed and to coach L1 technicians.

Required skills

• Microsoft 365, Entra ID, Active Directory
• Windows Server administration
• DHCP, DNS, VPN, firewall and Wi‑Fi configuration
• VoIP platforms (SkySwitch or similar) and IP/soft‑phone provisioning
• Call routing, auto‑attendant and contact‑center configuration
• CDR analysis, QoS, latency/jitter/packet‑loss troubleshooting
• Ticketing/PSA systems and documentation best practices