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 Systems Analyst, 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:

• Managing escalated support tickets, tackling everything from break/fix challenges to application setup and user-level configurations. Beyond providing exceptional end-user support, you'll also play a key role in enhancing our core infrastructure through server administration, networking, and security efforts
• Setting up new Hyper‑V hosts, troubleshooting and deploying SonicWall firewalls, and managing Datto networking switches and access points. You'll also work with a range of modern, innovative technologies that our team implements regularly
• Utilize our ticketing system to document, monitor, and escalate issues as needed, while maintaining clear and accurate documentation within our internal platform to ensure information remains current throughout the support process
• You'll be part of a close-knit team where collaboration is key, working alongside a talented technical group to provide outstanding remote support and service to our clients
• 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.**
  
  

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Requirements

🎓 Education & Certifications

• CompTIA A+ and/or Network+ required (If you don't currently hold one, you'll be expected to earn it after hire — we'll support you!)
• MD‑102 (Modern Desktop Administrator Associate) preferred
  
  

🛠 Technical Skills

• 3-5 years of IT support experience in an MSP or fast‑paced technical environment
• Strong proficiency with Windows 10/11 and macOS
• Solid experience with Windows Server 2016, 2019, and 2022
• Working knowledge of SonicWall firewalls, Datto networking, and core networking fundamentals
• Familiarity with Microsoft 365, Office applications, and Office 365 cloud administration
• Experience with Azure and/or AWS cloud environments
• Hands-on experience with Datto BCDR and/or SaaS Backup solutions
• Experience using Autotask PSA is a strong plus
  
  

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🤝 Soft Skills & Professional Abilities

• Outstanding written and verbal communication skills — you'll interact with clients regularly
• A proactive mindset and the ability to work independently or as part of a collaborative team
• Strong time‑management and organizational skills to balance multiple priorities effectively
• A genuine desire to deliver excellent service and continuously improve
  
  

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