[Hiring] Technical Support Engineer II @FusionTek

Role Description

If you are looking for a position where you support the same users, the same systems, and the same environment every day, this is not the role for you.

We are eager to find a Technical Support Engineer II (Systems Analyst) who embodies our core values:

• Teamwork: We achieve our goals collaboratively.
• Growth Mindset: We are focused on continuous improvement for our team members and our clients.
• Integrity: We operate with transparency and prioritize the needs of our clients.
• Ownership: We take responsibility for our work and ensure commitments are fulfilled.

MSP experience is strongly preferred. Success in this role requires the ability to pivot and adapt to different client environments quickly, and requires strong troubleshooting, communication, documentation, and accountability.

What You Will Do

• Client Support & Troubleshooting
  • Resolve escalated support requests and complex technical issues.
  • Handle break/fix issues, application installations, and user-level configuration changes.
  • Troubleshoot Windows, macOS, Microsoft 365, networking, server, and cloud-related problems.
  • Provide remote and onsite support for client environments.
• Infrastructure & Systems Administration
  • Configure and support Windows Server 2016, 2019, and 2022 environments.
  • Assist with Hyper-V host setup, server administration, networking, and security tasks.
  • Troubleshoot and deploy SonicWall firewalls.
  • Manage networking switches and access points. (Datto Experience PLUS!)
  • Support Microsoft 365, Intune, Azure, Datto BCDR, SaaS Backup, and other modern technologies implemented across client environments.
• Team Collaboration & Mentorship
  • Provide guidance and mentorship to Level I technicians.
  • Collaborate with the technical team to deliver exceptional service to clients.
  • Escalate tickets appropriately and contribute to shared technical knowledge.
• Documentation & Process
  • Use Autotask ticketing system to document, monitor, update, and escalate tickets accurately and on time.
  • Maintain and update the documentation platform so procedures, configurations, and client details remain current.
  • Ensure clients receive clear, professional communication throughout the support process.

Qualifications

• CompTIA A+ and/or Network+ required. If not currently held, it must be obtained within 6 months of employment.
• MD‑102 preferred.

Requirements

• Strong knowledge of Windows 10/11 and macOS.
• Strong knowledge of Windows Server 2016, 2019, and 2022.
• Working knowledge of SonicWall firewalls, Datto Networking, and core networking concepts.
• Working knowledge of on-premise SharePoint administration.
• Working knowledge of Microsoft 365 Office Suite and cloud services including Intune.
• Experience with Azure and/or AWS is a plus.
• Experience with Datto BCDR and/or SaaS Backup is a plus.
• Experience with VOIP telephony including Microsoft Teams is a plus.

Benefits

• Competitive salary: $30 - $35/hour.
• Quarterly bonus eligibility: Earn up to 4% each quarter by meeting departmental KPIs and Metrics.
• Comprehensive coverage: Medical, Dental, and Vision coverage.
• 401(k) plan with 4% company matching and immediate vesting.
• Generous PTO, Paid company holidays, Dedicated Birthday PTO and additional floating holiday for extra flexibility.
• Educational reimbursement for certification tests and access to company-supplied training resources. Receive a salary increase after successfully completing approved certifications.
• Monthly cell phone stipend to support your connectivity needs.
• Fun events and opportunities to connect with colleagues.