Key skills
Leadership
About this role
Role Overview
- 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
- Support and maintain Avaya phone systems across a large customer base
- Assist with telephony solutions, including call flows, call recording, reporting, and PABX platforms
Requirements
- 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
- Experience working in an MSP environment
- Exposure to telco platforms beyond Avaya (e.g. BroadSoft, BroadWorks, 3CX)
- Experience supporting call centre or telephony solutions