Tier 2 Hosted Services Tech – 24/7 Networking & Support

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 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

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.