Advanced Support Engineer

ProTelesis Corporation; San Diego (CA); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading IT solutions provider is seeking a Support Telecom/VoIP/Cloud Engineer in California. This role involves delivering Tier 2 and Tier 3 technical support while focusing on IP telephony systems with a specialization in Mitel systems. The candidate will be responsible for troubleshooting issues, managing VoIP infrastructure, and collaborating with teams to enhance communication solutions. Ideal applicants have 3+ years in IT and telecommunications, with strong organizational and communication skills.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• Minimum 3 years of experience in IT, specifically telecommunications.
• Hands-on expertise with Mitel systems required.

Responsibilities

• Configure and support IP telephony systems.
• Resolve customer issues quickly to minimize downtime.
• Assist with hardware and application support.
• Manage VoIP infrastructure including IP-PBX and IVR applications.
• Collaborate with help desk teams to resolve tickets.
• Monitor VoIP traffic and performance.

Skills

VoIP solutions

Mitel systems expertise

Organizational skills

Communication skills

WAN concepts

Quality of Service (QoS)

Education

Information Technology degree

3+ years in information technology

3+ years in telecommunications

Tools

Mitel systems

Avaya

Cisco Unified Communications

Job description

Company Description

ProTelesis provides comprehensive IT solutions, enabling businesses to focus on their core operations while we manage their IT needs. Formed through the partnership of two leading Mitel dealers in California, ProTelesis has grown to become a top provider of Business Phone Systems and Unified Communications nationwide. We offer end-to-end technology solutions including IT infrastructure design, implementation, real-time analytics, automation, monitoring, and 24/7 support. With locations in San Diego, CA (headquarters), Irvine, Arizona, and Salt Lake City ProTelesis ensures expert services backed by robust support across various regions.

Position Overview

We are seeking a skilled Support Telecom/VoIP/Cloud Engineer to deliver Tier 2 and Tier 3 technical support, including issue triage, resolution, and software migrations for Mitel (formerly ShoreTel) systems. This role offers a dynamic opportunity to lead in providing exceptional, world‑class technical support and service, consistently exceeding customer expectations. Join our team and contribute to innovative telecommunications solutions in a collaborative environment committed to excellence.

Key Responsibilities

To succeed in this role, the individual must effectively perform the following essential duties:

• Configure, implement, and support IP telephony systems integrated with enterprise networks, cloud‑based services, and relevant protocols.
• Prioritize rapid identification and resolution of customer issues to minimize downtime.
• Provide technical assistance for hardware, software, and applications related to On‑Premise solutions and cloud based.
• Executes system upgrades and migrations to modern unified communications platforms.
• Support the rollout of new VoIP products or services, including provisioning necessary technical resources for ongoing management.
• Design and maintain VoIP infrastructure, including IP‑PBX systems, call management tools, voicemail, and interactive voice response (IVR) applications.
• Collaborate with the help desk team to resolve trouble tickets and address end‑user challenges with VoIP hardware and applications.
• Monitor capacity and performance metrics for VoIP traffic to ensure seamless, uninterrupted telephony operations.
• Partner with network engineers and administrators to optimize VoIP traffic, preventing interference with data network performance.
• Develop and test disaster recovery plans to identify faults, reduce malfunctions, and ensure robust system backups.
• Plan and execute the transition from legacy telephony systems and traditional switch‑based technologies where applicable.
• Select, deploy, and leverage tools for reporting, routing, and optimizing IP telephony traffic across the network.
• Maintain a professional demeanor at all times while representing the company.
• Perform other duties as assigned.

Qualifications

Education and Experience

• Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
• 3+ years of experience in information technology.
• 3+ years of hands‑on experience in telecommunications, with expertise in Mitel (formerly ShoreTel) systems required.

Knowledge and Skill Requirements

• Proven expertise in VoIP solutions; experience with Mitel, AvayaandorCisco Unified Communications is a strong advantage.
• Strong organizational skills, with the ability to think independently and multitask effectively in a fast‑paced environment.
• Collaborative, hands‑on approach with excellent teamwork capabilities.
• Oral and written communication skills, including active listening.
• In‑depth knowledge of WAN concepts, architectures, and protocols.
• Extensive experience with VoIP technologies and Quality of Service (QoS) implementations.

Work Environment

The characteristics described here represent those typically encountered while performing the essential functions of this role.

• This position is based in the San Francisco Bay Area, with work at customer sites and remote options during standard business hours.
• May require occasional work outside of normal business hours to support critical issues or migrations.
• Involves periods of sitting and computer use.

We encourage applications from diverse candidates and offer a supportive environment for professional growth. If you are passionate about advancing technology and delivering superior customer service, apply today!