Level 2 Technician – IT & VoIP

Category: Technology

Location:

• Escalated IT support (L2)
  
• Own escalated tickets from L1 for desktops, laptops, printers, and standard business applications, resolving issues that go beyond scripted fixes.
  
• Support Microsoft 365/Entra ID/AD: user provisioning/deprovisioning, permissions, shared mailboxes, and basic group/policy issues.
  
• Perform L2 Windows Server tasks: troubleshoot common server issues, review event logs, manage disk space, coordinate patching/reboots during maintenance windows, and resolve file/permission problems.
  
• Troubleshoot network issues at the L2 level: site connectivity problems, firewall rules, DHCP/DNS issues, Wi‑Fi problems, and VPN connectivity.
  
• Work through a daily schedule of tickets and tasks in the PSA, maintaining SLAs and keeping clients informed of progress.
  
• VoIP / Hosted VoIP-focused responsibilities
  
• Handle escalated VoIP tickets from L1: no audio/one‑way audio, dropped calls, registration issues, and recurring call quality complaints.
  
• Configure and maintain VoIP environments: call routing, ring groups, queues, auto‑attendants, voicemail policies, time schedules, and basic contact center flows.[18][4][3]
  
• Provision and update IP phones and softphones, using templates, bulk provisioning, and platform tools (SkySwitch or similar).
  
• Investigate call quality issues end‑to‑end: review CDRs, analyze network conditions (latency, jitter, packet loss), check QoS and firewall/NAT behavior, and implement corrective changes.
  
• Work with SkySwitch (or other carriers/providers) on platform or carrier-side issues, driving vendor tickets to resolution and communicating outcomes internally.
  
• Collaboration and escalation
  
• Act as a technical escalation point for L1 techs on both IT and VoIP issues; coach them on recurring problems and best practices to reduce future escalations.
  
• Collaborate with the Service Desk Coordinator on ticket priority, scheduling, and handoffs, ensuring complex work is planned and communicated clearly to clients.
  
• Escalate to senior engineers or architects for project-level work, major incidents, or deep network/voice design changes, providing clean documentation and findings.
  
• Documentation and continuous improvement
  
• Document all troubleshooting, configurations, and changes in the PSA and knowledge base so issues can be resolved faster next time.
  
• Identify patterns in recurring issues (IT or VoIP) and recommend improvements to standards, templates, and monitoring to reduce noise and improve reliability.
  

Originally posted on Himalayas