L2 Support Engineer (Avaya Experience)

Job Description

As a Level 2 Engineer specializing in Avaya, you will become a vital technical pillar within a dynamic environment that bridges the gap between traditional telecommunications and modern Managed IT services. This role is designed for a technical professional who thrives on variety, offering a unique opportunity to lead with your telephony expertise while actively contributing to the expansion of our MSP division.

Duties and Responsibilities

• Core Responsibilities:

  • Manage and resolve Level 2 support tickets across telco and MSP services

  • Triage issues and liaise directly with customers via phone and email

  • Provide clear, regular updates to customers on ticket progress

  • Troubleshoot and support Avaya phone systems

  • Support Microsoft 365 environments (user support, optimisation, onboarding/offboarding)

  • Assist with customer onboarding and offboarding activities

  • Work closely with Operations and Service Desk leadership on priorities and escalations

• Telecommunications Focus:

  • Support and maintain Avaya phone systems across a large customer base

  • Assist with telephony solutions, including call flows, call recording, reporting, and PABX platforms

  • Support additional telco platforms where applicable (training provided if needed)

Required Experience/Skills

• Must-Have

  • Hands-on Avaya phone system experience (non-negotiable)

  • Previous experience in a Level 2 support role

  • Microsoft 365 Experience

  • Google Workspace Experience

  • Experience with Ticket Triage, Follow Through, Escalation and Follow Up

• Highly Desirable

  • Experience working in an MSP environment

  • Exposure to telco platforms beyond Avaya (e.g. BroadSoft, BroadWorks, 3CX)

  • Experience supporting call centre or telephony solutions

• Tools & Systems Required / Used

  • Avaya phone systems

  • Ericsson IPECS phone systems

  • Ticketing systems (experience essential)

• Advantageous

  • Kaseya

  • Datto RMM

  • Ubiquiti / UniFi products (routers, switches, access points)

  • Firewall experience (any vendor – WatchGuard, Sophos, Fortinet, etc.)

About the Role

This position is ideal for a hands-on troubleshooter who enjoys deep-diving into complex Avaya systems while maintaining a high standard of customer service. You will spend the majority of your time (approximately 80-90%) spearheading telecommunications support, ensuring seamless connectivity for a diverse client base. As our MSP services scale, you will play a foundational role in that growth, managing Microsoft 365 environments and sophisticated networking tools to provide a comprehensive, high-tier support experience.