Hosted Services Technician, Tier 2
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Job Description
Remote Tier 2 technician supporting Fusion Connect’s hosted connectivity services. Troubleshooting telecom, networking, hardware, router, TCP/IP, and VoIP issues for customers and vendors.
Responsibilities:
- Provide Tier 1 support through an inbound, customer-facing call queue
- Triage technical issues and create trouble tickets
- Handle escalated trouble tickets from Tier 1 support
- Manage inbound calls within a Tier 2 queue
- Troubleshoot third-party hardware and software
- Respond to and track issues, promptly notifying customers and ensuring resolution or proper handoff
- Manage relationships among vendors, internal resources, and customers
- Lead, train, and mentor Tier 1 and Tier 2 Technical Support staff to improve first-contact closure rates
- Log in to an ACD call queue to receive customer and vendor calls
- Enter and administer trouble tickets while following 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
- Work with customers, local vendors, and other service providers to coordinate issue resolution and minimize service disruptions and customer impact
Requirements:
- Bachelor’s Degree (Technical focused degree) preferred
- Two (2) or more years of hands-on experience in telecom, tech support, networking, hardware, or related equipment; alternatively, 3 years of hands-on experience in these areas
- Two (2) or more years of experience changing router configurations
- Three (3) or more years of experience with data networking protocols, such as OSPF, BGP, access control lists, NAT, DHCP, and subnetting
- Three (3) or more years of working knowledge of TCP/IP protocols, such as SMTP, DNS, and HTTP
- Three (3) or more years of working knowledge of VoIP
- Cisco or Fortinet certifications preferred
- Strong analytical skills
- Strong verbal and written communication and interpersonal skills
- Professional demeanor
- Customer-satisfaction-driven attitude
- Ability to contribute actively in a positive team environment
- Ability to learn, retain, and apply new information in an ever-changing environment
- Availability to work any shift in a 24x7 call center environment
Benefits:
- Full-time employment
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