Level III Engineer

Smart Choice Communications • Saint Petersburg, FL

7d

About The Position

The Level III Engineer is a senior technical escalation resource who resolves complex voice, network, Microsoft Teams, and unified communications issues requiring advanced troubleshooting and cross-functional coordination. The role owns high-impact incidents through resolution, communicates with customers and internal stakeholders, creates complete technical documentation, and helps strengthen the broader support team.

The engineer supports customer environments across networking and unified communications, including Cisco, Meraki, Microsoft Teams Phone, Asterisk-based systems, SIP trunks, and carrier services. They coordinate with internal teams and external stakeholders, lead responses to priority incidents, prepare root cause analyses, maintain customer technical records, and contribute to procedures and knowledge resources. The role also provides technical mentoring, participates in service reviews and project handoffs, and takes part in scheduled on-call coverage and after-hours incident response.

Requirements

• 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.
• 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 skills, including 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 and professional communication during high-impact or high-pressure incidents.
• Ability to collaborate 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.
• Ability to participate in scheduled on-call coverage and after-hours incident response.

Nice To Haves

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

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 responses for priority incidents and customer escalations, providing status updates, impact summaries, next steps, and escalation paths.
• Document tickets thoroughly, including the reported problem, troubleshooting, actions, findings, configuration changes, communications, escalations, ownership, next steps, and resolution.
• 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 in accordance with change-control and customer-impact requirements.
• Maintain customer technical documentation, diagrams, inventories, configurations, and support information.
• Create and improve installation guides, troubleshooting procedures, knowledge articles, and escalation runbooks.
• Provide technical mentoring and support issue resolution, knowledge transfer, and skill development for Level I through Level III engineers.
• 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 scheduled after-hours support.
• Perform other duties as assigned.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health benefits, including medical, dental, vision, and life insurance.
• Generous paid time off.
• Employer-matched 401(k).
• Monthly cell phone stipend.
• Employee Assistance Program.
• Growth opportunities as the company expands.
• Collaborative environment with team-building events and opportunities to contribute ideas.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior