Remote Helpdesk Technician II

FusionTek is a Managed Service Provider (MSP) with offices in multiple US locations and team members globally. We’re a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We’re also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If you align with these values and are looking to advance your career in a dynamic environment, we want to hear from you! We are seeking a Helpdesk Technician II to join our expanding team.

As a Helpdesk Technician II, you will be a crucial member of our support team, providing high-quality technical assistance to our clients. This role requires a deep understanding of desktop support and a proactive approach to resolving technical issues. You will be responsible for handling escalations from our first-level technicians and ensuring a timely resolution of more complex problems. Strong expertise in Windows and MacOS, as well as experience with cloud services such as Office 365, is essential.

Here’s what you’ll be doing:

• Addressing and resolving escalated tickets from Helpdesk Technician I and providing guidance to junior staff.
• Performing detailed troubleshooting for desktop and laptop systems, addressing hardware and software issues.
• Assisting with the implementation of new desktops, laptops, and other hardware for users.
• Collaborating with the team to optimize our support processes and enhance client satisfaction.
• Maintaining accurate documentation for all support interactions and solutions provided.

**This role is fully remote, offering the flexibility to work from anywhere. Working hours will be determined during the hiring process to ensure alignment with both business requirements and your availability.**

Requirements

Education

• A+ and/or Network+ Certifications are required (If you do not have, will need to obtain after employment)
• MD-102 preferred

Technical Skills

• Strong knowledge of Windows 10/11 and MacOS
• Strong knowledge of Windows Server 2016, 2019, and 2022
• Knowledge of Sonic firewalls, Datto networking and networking concepts
• Familiarity with Microsoft 365 Office Suite and Office 365 cloud services
• Knowledge of Azure and/or AWS
• Datto BCDR and/or SaaS Backup
• Experience with Autotask PSA is a plus

Other Skills & Abilities

• Exceptional written and oral communication skills required
• Able to work independently and part of a team
• Ability to Manage Time Effectively

Benefits

At FusionTek, we truly believe that our people are our most valuable asset. That's why we're proud to offer:

• 💰 Competitive salary: R300,000 – R350,000 per year
• 🎯 Quarterly bonus eligibility to reward performance
• 🏥 Comprehensive benefits package
• 🎉 Paid time off and leave policies in line with South African standards
• 📚 Educational reimbursement for certification exams and access to company-supplied training resources
• 🤝 Team culture: Fun events and opportunities to connect with colleagues