Offer summary

Qualifications:

Associate’s or Bachelor degree preferred or equivalent network experience., Two years of leadership support and customer satisfaction experience., High-level understanding of email clients, protocols, and anti-virus software., Recent hands-on experience with Meraki, VeloCloud, and Fortinet SD-WAN devices..

Key responsibilities:

Act as a technical escalation point for the Technical Support team.

Resolve customer escalations and manage ticket buckets and phone queues.

Supervise Tier1 and Tier2 teams as required by management.

Work on projects as directed by management and be flexible with work hours.

Job description

We are excited that you are interested in employment opportunities at Fusion!

Our preferred format for expressing interest in our open positions is via our online profile submission portal.

Submitting a profile along with your resume helps to speed the hiring process and places you in our system so that we can consider you for future opportunities as well.

Please review our current openings for a full listing of available opportunities. You can search for current openings by title and location and submit a profile to express an interest in these opportunities.

Job Description:

Provide support and act as a technical escalation point for the Technical Support team
Resolve customer escalations.
Manage ticket buckets and phone queues and assist with driving team to meet MTTR and service level goals.
Work on projects as directed by management.
Supervise the Tier1 and Tier2 teams as required by management.
Be flexible and able to work nights, weekends and holidays as needed

Knowledge, Skills and Abilities Requirements:

Two years of demonstrating leadership support and customer satisfaction
Demonstrates a high-level of understanding of email clients, Mobile device email transmissions and synchronization, email protocols, anti-virus software, and various network experience
Understanding of Microsoft Exchange principles, terminology and functionality
Knowledge of the following:
Microsoft Exchange, Outlook, Office365, Lync
Operating Systems – Windows 7+, Mac
Workstation Support and Patching (LabTech preferred)
SharePoint
Mobile Device Management (AirWatch preferred) – Android, iOS, Blackberry
VOIP - Device provisioning and troubleshooting
AntiVirus/Spam
Data Archive & Restoration

Education and/or Experience Requirements:

Associate’s or Bachelor degree preferred or equivalent network experience.
Must have recent, hands-on experience with Meraki, VeloCloud, and Fortinet SD-WAN devices.
At least two years call center/helpdesk experience (Tier 2 with Managed Service Provider preferred).
Experience using various ticketing systems.

Required profile