Tier 2 Connectivity Services Engineer

Fusion Management Services Ltd; 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

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.