The Level 2 Deskside Support Technician: will provide advanced support for hardware, software, network, CCaaS, and IP Telephony systems. This position includes overseeing escalated issues, ensuring optimal performance of Amazon Connect, Windstream Office Suite, and related telephony systems, and providing mentorship to Level 1 technicians.

Coverage Period: This position demands a flexible schedule to accommodate day, night, and weekend shifts, providing round-the-clock operational support. Additionally, participation in an on-call rotation is a core requirement.

• Serve as an escalation point for complex CCaaS and IP Telephony issues, ensuring quick resolution.
• Perform advanced troubleshooting and configuration for Amazon Connect, Windstream Office Suite, and softphone management systems.
• Monitor and maintain system performance, proactively addressing potential issues to minimize downtime.
• Manage and optimize softphone deployments, including user provisioning, policy enforcement, and advanced troubleshooting.
• Develop and maintain comprehensive documentation for CCaaS and telephony processes and procedures.
• Mentor and provide guidance to Level 1 technicians to improve overall team performance and technical expertise.
• Collaborate with internal and external stakeholders to ensure seamless integration and operation of CCaaS and IP Telephony systems.
• Oversee IT equipment inventory and ensure proper management and tracking of assets.
• Conduct root cause analyses for recurring issues and recommend long-term solutions.
• Participate in project initiatives related to system upgrades and new technology implementations.

• Associate degree in IT or a related field; a bachelor’s degree is preferred.
• Proven experience in a technical support role with hands-on expertise in Amazon Connect, Windstream Office Suite, and IP Telephony systems.
• Extremely polished communicator with outstanding customer service skills, capable of managing escalated situations with professionalism and poise.
• Advanced knowledge of networking, ITSM platforms, and CCaaS principles.
• Relevant certifications, such as CCNA, ITIL, or Microsoft certifications, are highly valued.
• Strong troubleshooting, critical thinking, and leadership skills.

Requirements:

• 3+ years of experience
• Availability to work a flexible schedule
• Availability to work an on-call schedule

LiveOnNY offers a competitive salary & comprehensive benefits package.

• 403(b) deferred annuity
• Medical/Vision/Dental/Life
• Tuition reimbursement
• Paid time Off
• Pet Insurance
• Life Insurance
• Cellular plan discounts
• Auto Insurance discounts

Salary Range: $80,000-$100,000