Business User Support Engineer

L1 support acts as the first contact for business end users, resolving basic issues such as password resets, software access problems, VoIP call quality complaints, and simple WiFi connectivity checks using standard operating procedures (SOPs). L2 support handles escalated, complex tickets requiring deeper analysis, like configuring SD-WAN policies, troubleshooting firewalls or diagnosing Meraki/Ubiquiti equipment failures. Both levels prioritize quick response to minimize downtime for revenue-critical operations like POS systems or cloud apps.

Key Responsibilities

• Monitor VoIP systems for call recording, desktop/mobile app issues, and text messaging; perform initial triage and basic configs.
• Support managed networks including SD-WAN optimization, Cradlepoint router alerts, and WiFi management; escalate to L2 for advanced firewall rules or traffic analysis.
• Provide proactive 24/7 EOC monitoring for network/internet issues, generating tickets, applying SOPs, and notifying via email/SMS for pre-emptive fixes.

Required Experience

Team members must have direct experience supporting business end users in VoIP (e.g., cloud PBX troubleshooting) and phone systems with features like high-availability failover. Hands-on work with SD-WAN, firewalls, and vendors like Cradlepoint, Ubiquiti, Meraki is essential for L2-depth tasks such as policy enforcement and proactive alerting. Prior EOC/NOC exposure ensures familiarity with 24/7 monitoring tools and incident escalation

Required Experience Skills

• 1-3 years direct support for business end users in VoIP/cloud PBX (call recording, failover, messaging features) and phone systems.
• Familiarity with managed networks: SD-WAN basics, firewalls, vendors like Cradlepoint, Ubiquiti, Meraki.
• Proficiency in ticketing tools (e.g., ITSM), remote desktop, and EOC/NOC monitoring; strong English communication for client-facing interactions

If you have 80% of the above skillsets apply to

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