UCaaS/CCaaS Technical Support Specialist

Technical Support I Cloud Communications I Reliable Service Delivery

We're looking for a customer-focused UCaaS/CCaaS Technical Support Specialist who can provide reliable Level 1 and Level 2 technical support across cloud communications, telephony, Windows environments, and related technologies. In this role, you'll diagnose and resolve technical issues, monitor service performance, manage support tickets, and collaborate with advanced technical teams and technology vendors to ensure timely resolution within established service-level agreements (SLAs).

At Grupo Levanter, we believe reliable technology starts with technical expertise, accountability, and exceptional customer service. Our teams work collaboratively to resolve issues, maintain service continuity, and deliver dependable technology solutions that help our clients operate efficiently.

What You'll Own

• Provide Level 1 and Level 2 technical support for UCaaS/CCaaS platforms, telephony systems, Windows environments, and related technologies.
• Diagnose, troubleshoot, and resolve technical incidents and service requests within established SLAs.
• Support cloud communications and contact center components, including IVR, call queues, agent configurations, call routing, and reporting.
• Troubleshoot telephony connectivity, SIP-related issues, call quality problems, and network connectivity challenges.
• Provide technical support for Microsoft Windows, Microsoft 365, Active Directory, and Microsoft Entra ID environments.
• Use remote support, monitoring, and diagnostic tools to investigate issues and implement effective solutions.
• Document troubleshooting steps, incident details, resolutions, and escalations accurately within the ticketing system.
• Collaborate with Level 2 and Level 3 technical teams and Original Equipment Manufacturers (OEMs) when issues require advanced investigation or specialized expertise.
• Escalate incidents appropriately, providing clear technical findings, supporting evidence, and relevant troubleshooting history.
• Monitor incident progress and communicate status updates, resolution timelines, and next steps to customers and internal stakeholders.
• Apply established IT service management practices to incident handling, prioritization, escalation, and service restoration.
• Participate in an on-call rotation requiring 24x7 availability, including weekends and holidays, approximately one week out of every eight.
• Maintain consistent punctuality, reliability, and predictable attendance to support operational coverage and service continuity.
• Work collaboratively with colleagues and technical teams, accepting direction from team leads and managers professionally.
• Communicate calmly, clearly, and courteously with customers and colleagues, including during high-pressure situations.
• Perform additional responsibilities as assigned to support departmental and organizational objectives.

You will not just troubleshoot technical issues—you will help maintain reliable cloud communications, minimize service disruptions, and ensure customers receive timely and effective technical support.

What you need

• Experience providing Level 1 and Level 2 IT support in a technical support, telecommunications, or service desk environment.
• Familiarity with UCaaS/CCaaS platforms, cloud communications, telephony systems, and contact center technologies.
• Experience troubleshooting call routing, IVR, queues, agent configurations, call quality, and contact center reporting.
• Working knowledge of SIP, VoIP, and network connectivity troubleshooting.
• Experience with Active Directory and Microsoft Entra ID administration.
• Familiarity with Microsoft 365 applications and administration.
• Basic knowledge of PowerShell or command-line tools for troubleshooting and diagnostics.
• Familiarity with SIP tracing, packet capture, and network diagnostic tools.
• Experience using remote support, monitoring, and ticketing systems.
• Knowledge of ITIL principles and IT service management practices is a plus.
• Strong analytical thinking and problem-solving skills, with the ability to identify root causes and resolve technical issues efficiently.
• Ability to recognize when an issue requires escalation and provide complete, accurate technical information to advanced support teams or vendors.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and nontechnical audiences.
• Strong customer service, interpersonal, and collaboration skills.
• Ability to remain calm, courteous, and professional under pressure while managing competing priorities.
• Strong organizational skills and attention to detail, particularly when documenting incidents and following established procedures.
• Dependability, punctuality, and willingness to participate in a rotating 24x7 support schedule, including weekends and holidays.
• Ability to accept feedback, follow technical direction, and work effectively within a collaborative team environment.

Why Join Grupo Levanter?

• Gain hands-on experience supporting cloud communications, contact center platforms, and enterprise IT environments.
• Develop your technical troubleshooting skills across telephony, networking, Windows, and Microsoft technologies.
• Collaborate with experienced technical specialists and industry technology providers.
• Build expertise in incident management, service delivery, and technical escalation processes.
• Grow your career in a team that values accountability, reliability, continuous learning, and excellent customer service.

Are you ready to solve technical challenges, keep communication systems running smoothly, and deliver reliable support when it matters most?