Hosted Services Tier 2 Technician

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

2+ years telecom/tech support/networking/hardware experience or 3 years with switches, routers, hubs, PBX/CBX, Cisco, Juniper, Fortinet; 2+ years router configuration; 3+ years data networking protocols (OSPF, BGP, ACL, NAT, DHCP, subnetting); 3+ years TCP/IP (SMTP, DNS, HTTP) and VoIP; Bachelor's degree preferred; Cisco or Fortinet certifications preferred.

Key Responsibilities

• troubleshooting technical issues
• managing vendor relationships
• mentoring support staff

Skills & Tools

Cisco, Juniper, Fortinet, PBX, CBX, OSPF, BGP, NAT, DHCP, TCP/IP, SMTP, DNS, HTTP, VoIP

Job Details

• Category: Information Technology
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — United States
• Languages: English

About Fusion Connect

A technology service provider offering integrated communications, broadband, cloud, and IT services to business customers. — Industry: Information Technology