Fusion Connect · 3 days ago

Hosted Services Technical Lead

United States

Full-time

Remote

Mid Level

2+ years exp

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Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Microsoft ExchangeMerakiVeloCloudFortinet SD-WANEmail clientsMobile device emailEmail protocolsAnti-virus softwareNetwork experienceOutlookWindows 7+Mac OSWorkstation SupportMobile Device ManagementVOIPCall center experienceHelpdesk experienceTicketing systemsLyncPatchingSharePointAirWatchAndroidIOSBlackberryDevice provisioningAntiVirus/SpamData ArchiveRestoration

Required

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

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

Preferred

Associate’s or Bachelor degree preferred or equivalent network experience

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