[Hiring] Hosted Services Tier 2 Technician @Fusion Connect

Role Description

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
• Creating trouble tickets
• Handling escalated trouble tickets from Tier 1 support
• Managing inbound calls within a Tier 2 queue
• Working closely with customers, local vendors, and other service providers to coordinate and resolve issues efficiently

The goal is to minimize service disruptions and customer impact.

Qualifications

• Strong analytical skills
• Strong verbal and written communications and interpersonal skills
• Professional demeanor
• Customer satisfaction driven attitude
• Active contributor in a positive team environment
• Ability to learn, retain, and apply new information in an ever-changing environment

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 three (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 Subnetting
• 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