Hosted Services Tier 2 Technician

C104 Fusion Management Services LLC; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Fusion Connect is seeking a Hosted Services Tier 2 Technician to provide expert technical support for telecom and networking issues. You will triage, escalate, and resolve complex problems, logging tickets and coordinating with vendors to minimize service disruptions.

You will work in a 24x7 call center environment, mentor Tier 1 peers, and ensure first contact resolution. A technical degree and hands-on experience with TCP/IP, VoIP, and network gear (Cisco/Juniper/Fortinet) are preferred.

Qualifications

• Bachelor’s degree (technical focus) preferred.
• 2+ years hands-on telecom/tech support experience OR 3 years with no degree.
• Experience with switches/routers, Cisco/Juniper/Fortinet.
• 2+ years changing router configurations.
• 3+ years data networking protocols (OSPF, BGP, ACL, NAT, DHCP, subnetting).
• 3+ years TCP/IP (SMTP, DNS, HTTP).
• 3+ years working knowledge of VoIP.
• Cisco or Fortinet certifications preferred.

Responsibilities

• Trouble shoot 3rd party hardware and software.
• Respond to and track issues; notify customer; ensure resolution or handoff.
• Manage relationships between vendors, internal resources, and customers.
• Lead, train and mentor Tier 1 and Tier 2 staff for first contact closure.
• Log in to an ACD call queue to receive calls.
• Proper trouble ticket entry and administration; adhere to escalation procedures.
• Escalate tickets to next level when appropriate.
• Follow predefined guidelines, protocols, and procedures.
• Be available to work any shift in a 24x7 call center environment.
• Flexibility to perform additional tasks outside normal daily activities.

Skills

Troubleshooting

Customer communications

Team leadership

Analytical thinking

Customer service

Adaptability

Education

Bachelor’s Degree (Technical focus)

2+ years telecom/tech support

3+ years data networking experience

CCNA/ Fortinet/ Cisco certs preferred

Tools

ACD call queue

Cisco equipment

Fortinet devices

PBX/CBX systems

Job description

At Fusion Connect, we’re not just offering jobs — we’re building careers that empower, inspire, and grow with you. If you're passionate about making an impact, collaborating with forward-thinking teams, and being part of a company that values your voice, you’re in the right place. We’re thrilled you’re exploring this opportunity with us — take a look, imagine the possibilities, and let’s shape the future of connectivity together.

Job Description Summary:

The Hosted Services Tier 2 Technician is responsible for a range of technical support tasks, including but not limited to: providing Tier 1 support via an inbound customer-facing call queue, triaging technical issues, and creating trouble tickets. This role may also involve handling escalated trouble tickets from Tier 1 support and managing inbound calls within a Tier 2 queue. The technician will work closely with customers, local vendors, and other service providers to coordinate and resolve issues efficiently, aiming to minimize service disruptions and customer impact.

Job Description:

Essential Duties and Responsibilities (other duties may be assigned):

• Trouble shoot 3rd party hardware and software.
• Respond to and track any such issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members.
• Manage relationships between vendors, internal resources, and customers.
• Lead, train and mentor other Tier 1 and Tier 2 Technical Support staff for purposes of achieving optimal first contact closure rate.
• Expected to log in to an ACD call queue to receive customer and vendor calls.
• Perform proper trouble ticket entry and administration, and to adhere to escalation procedures and customer facing processes.
• Escalate any trouble tickets to the next level of support when appropriate.
• Must follow predefined guidelines, protocols, and procedures as directed.
• Be available to work any shift in a 24x7 call center environment.
• Flexibility to perform additional tasks or duties outside of normal daily activities.

Knowledge, Skills and Abilities Requirements:

Candidate must have strong analytical skills Strong verbal and written communications and interpersonal skills Professional demeanor Have a customer satisfaction driven attitude Be an active contributor in a positive team environment Candidate must possess the ability to learn, retain, and apply new information in an ever-changing environment

Education and/or Experience Requirements:

• Bachelor’s Degree (Technical focused degree) preferred.
• Two (2) or more years of hands on experience in telecom, tech support, networking, or hardware or 3 years of hands on experience in telecom, tech support, networking, or hardware, such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, Juniper, Fortinet
• Two (2) or more years of changing routers experience configurations
• Three (3) or more years of Data networking Protocols, such as OSPF, BGP, Access control list, NAT, DHCP, and Sub netting
• Three (3) or more years of working knowledge of TCP/IP protocols, such as SMTP, DNS, HTTP, and the like
• Three (3) or more years of working knowledge of VoIP
• Certificates, Licenses, Registrations: Cisco or Fortinet certifications preferred

Fusion Connect is a leading technology service provider to small, mid-sized, enterprise, and wholesale businesses. We meet the needs of business customers that are underserved by other providers by offering a diverse portfolio of integrated technology solutions coupled with a relentless focus on customer service. Our mission is to provide high-quality, reliable communications, broadband, cloud and IT services to business customers at the best possible value while giving each of our clients the personal attention they deserve.

Fusion Connect is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.

Fusion Connect makes hiring decisions based solely on qualifications, merit, and business needs at the time.