Hosted Services Tier 2 Technician

Fusion-Connect; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Fusion Connect is seeking a Hosted Services Tier 2 Technician to provide Tier 1 triage, take escalated tickets, and drive timely resolution in a fast-paced, customer-focused environment. You will work with customers, local vendors, and service providers to minimize disruptions and maintain service levels.

The role requires strong analytical and communication skills, experience in telecom or networking, and the ability to mentor Tier 1/2 staff.

Qualifications

• Strong analytical skills and problem-solving abilities.
• Excellent verbal and written communication, with interpersonal demeanor.
• Customer-satisfaction driven attitude and ability to work in a team.
• Bachelor’s degree in a technical field preferred.
• 2+ years in telecom, tech support, networking, or hardware (3+ years for certain roles).

Responsibilities

• Troubleshoot 3rd party hardware and software and document issues.
• Respond to and track issues, notify customers, ensure resolution or proper handoff.
• Manage vendor/internal/customer relationships; coordinate escalations as needed.
• Log into ACD queues and handle inbound calls in Tier 2 environment.
• Escalate complex issues following procedures and guidelines.
• Support 24x7 call center operations and cross-train Tier 1/Tier 2 staff.

Skills

Analytical skills

Communication skills

Interpersonal skills

Customer-focused

Team player

Education

Bachelor’s Degree (technical focused)

Tools

Cisco devices

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 membersManage relationships between vendors, internal resources, and customersLead, train and mentor other Tier 1 and Tier 2 Technical Support staff for purposes of achieving optimal first contact closure rateExpected to log in to an ACD call queue to receive customer and vendor callsPerform proper trouble ticket entry and administration, and to adhere to escalation procedures and customer facing processesEscalate any trouble tickets to the next level of support when appropriateMust follow predefined guidelines, protocols, and procedures as directedBe available to work any shift in a 24x7 call center environmentFlexibility to perform additional tasks or duties outside of normal daily activitiesKnowledge, Skills and Abilities Requirements:Candidate must have strong analytical skillsStrong verbal and written communications and interpersonal skillsProfessional demeanorHave a customer satisfaction driven attitudeBe an active contributor in a positive team environmentCandidate must possess the ability to learn, retain, and apply new information in an ever-changing environmentEducation and/or Experience Requirements:Bachelor’s Degree (Technical focused degree) preferredTwo (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, FortinetTwo (2) or more years of changing routers experience configurationsThree (3) or more years of Data networking Protocols, such as OSPF, BGP, Access control list, NAT, DHCP, and Sub nettingThree (3) or more years of working knowledge of TCP/IP protocols, such as SMTP, DNS, HTTP, and the likeThree (3) or more years of working knowledge of VoIPCertificates, Licenses, Registrations:Cisco or Fortinet certifications preferred