Hosted Services Tier 2 Technician

Fusion Connect

11d

About The Position

The Hosted Services Tier 2 Technician provides technical support, including Tier 1 support through an inbound, customer-facing call queue, triage of technical issues, and trouble-ticket creation. The role may also handle trouble tickets escalated from Tier 1 and inbound calls in a Tier 2 queue. The technician works with customers, local vendors, and other service providers to coordinate issue resolution, reduce service disruptions, and minimize customer impact. The position operates in a 24x7 call-center environment, and the technician must be available to work any shift.

Requirements

• Strong analytical skills.
• Strong verbal and written communication and interpersonal skills.
• Professional demeanor.
• Customer-satisfaction-driven attitude.
• Ability to contribute actively to a positive team environment.
• Ability to learn, retain, and apply new information in an ever-changing environment.
• Two or more years of hands-on experience in telecom, technical support, networking, or hardware, or three years of such experience involving equipment such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, Juniper, or Fortinet.
• Two or more years of experience changing router configurations.
• Three or more years of experience with data networking protocols, such as OSPF, BGP, access control lists, NAT, DHCP, and subnetting.
• Three or more years of working knowledge of TCP/IP protocols, such as SMTP, DNS, and HTTP.
• Three or more years of working knowledge of VoIP.
• Availability to work any shift in a 24x7 call-center environment.

Nice To Haves

• Bachelor’s degree in a technical field preferred.
• Cisco or Fortinet certifications preferred.

Responsibilities

• Troubleshoot third-party hardware and software.
• Respond to and track issues, promptly notify customers, and ensure resolution or an appropriate handoff to team members.
• Manage relationships among vendors, internal resources, and customers.
• Lead, train, and mentor Tier 1 and Tier 2 Technical Support staff to help achieve optimal first-contact closure rates.
• Log in to an ACD call queue to receive customer and vendor calls.
• Enter and administer trouble tickets properly and follow escalation procedures and customer-facing processes.
• Escalate trouble tickets to the next support level when appropriate.
• Follow predefined guidelines, protocols, and procedures.
• Perform additional tasks or duties outside normal daily activities as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed