Tier 2 Telecom & VoIP Support Engineer

Fusion Connect

United States

Remote

USD 60,000 - 90,000

Full time

6 days ago

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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.