Hosted Services Tier 2 Technician
TypeFull-time job
LocationUnited States
Posted2 hours ago
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
Originally posted on Himalayas
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
Originally posted on Himalayas
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