About the role
We are looking for an experienced Application & Telephony Support Engineer (L2) to join our Operations Center. In this role, you will be responsible for ensuring the stability, performance, and continuous improvement of enterprise application systems and administrative/contact center telephony environments. You will act as a key escalation point, working closely with infrastructure, security, and business teams.
Key Responsibilities
* Provide Level 2 (L2) support for business-critical applications and telephony systems
* Ensure the availability, performance, and reliability of application and telephony services
* Diagnose and resolve complex incidents, acting as an escalation point for L1 teams
* Manage configuration, maintenance, and evolution of administrative and contact center telephony platforms
* Administer and support Microsoft Entra / Azure AD environments, including:
* Client device management
* User and group management
* Integration with Exchange and Microsoft Teams
* Participate in change management, upgrades, and continuous improvement initiatives
* Collaborate with vendors, internal IT teams, and business stakeholders
* Produce and maintain technical documentation, procedures, and knowledge base articles
Required Skills & Experience
* 5+ years of experience in Level 2 (L2) support within an enterprise environment
* Strong hands-on knowledge of Microsoft Entra (Azure AD):
* Identity and access management
* Groups, users, and policies
* Exchange and Teams administration
* Minimum 1 year of experience in enterprise telephony management, preferably including contact center solutions
* Solid understanding of ITIL-based incident, problem, and change management processes
* Strong troubleshooting, analytical, and communication skills
* Ability to work autonomously while collaborating in a multi-disciplinary team
Nice to Have
* Experience with Microsoft 365 administration beyond core services
* Exposure to VoIP, SIP, or unified communications platforms
* Experience in large-scale or multi-site enterprise environments
* ITIL certification or equivalent operational experience
What We Offer
* A senior role with real impact on enterprise IT operations
* Exposure to modern Microsoft and telephony technologies
* Collaborative, international working environment
* Long-term engagement with opportunities for professional growth