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
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