Hosted Services Tier 2 Technician

Fusion Management Services; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Fusion Connect is seeking a Hosted Services Tier 2 Technician to provide advanced technical support, triage complex issues, and escalate when needed. You will collaborate with customers, vendors, and internal teams to minimize service disruptions and ensure high-quality support.

The role requires solid networking knowledge, strong communication skills, and the ability to work across a 24x7 call center environment. Prior telecom or tech support experience is preferred.

Qualifications

• Bachelor's degree in a technical field is preferred.
• 2+ years hands-on experience in telecom, tech support, networking, or hardware (e.g., switches, routers, PBX/CBX).
• Experience with TCP/IP protocols and VoIP is advantageous.
• Cisco or Fortinet certifications are preferred.

Responsibilities

• Troubleshoot 3rd party hardware and software.
• Respond to and track issues ensuring timely customer notification and resolution.
• Manage relationships between vendors, internal resources, and customers.
• Mentor Tier 1 and Tier 2 staff to improve first contact resolution.
• Log in to an ACD queue to receive calls and handle escalations as needed.
• Perform proper trouble ticket entry and adhere to escalation procedures.

Skills

Analytical skills

Verbal & written communication

Customer service mindset

Team player

Adaptability

Education

Bachelor's Degree in a technical field

Tools

Cisco certifications

Fortinet certifications

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