Hosted Services Technician, Tier 2

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Fusion Connect

WebsiteLinkedInAll Job Openings

501 - 1000 employees

📡 Telecommunications

🏢 Enterprise

Telecommunications • Technology • Enterprise

Fusion Connect is a leading provider of managed communication services, specializing in solutions that enhance connectivity and collaboration for businesses. The company offers a wide range of services, including managed networks, SD-WAN, broadband and dedicated internet access, and unified communications & collaboration platforms like VoIP and UCaaS. Fusion Connect also provides Microsoft Teams calling services, SIP trunks, and solutions for replacing legacy phone systems. With a commitment to customer satisfaction and service reliability, Fusion Connect has been helping businesses modernize their communication infrastructure for over two decades. The company emphasizes leveraging Microsoft 365 to help clients maximize their technology investments.

📋 Description

• 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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume