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
