Remote Technical Support Engineer II - (S. Africa)

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.

FusionTek is a Managed Service Provider established in 2007, with offices located in the greater Seattle area, Washington, DC, and Tampa, FL. Our innovative team is enthusiastic about IT infrastructure management for small- to mid-sized businesses.

As we continue to expand our services, 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

Why MSP Experience Matters

MSP experience is strongly preferred. Unlike internal IT roles that support a single organization with one technology stack and familiar users, MSP technicians manage multiple client environments with varying technology stacks, priorities, and service expectations all in a single day. Success in this role requires the ability to pivot and adapt to different client environments quickly, requires strong troubleshooting, communication, documentation, and accountability. If you have prior MSP experience and enjoy a challenging environment, continuous learning, and solving diverse technical challenges, we'd love to hear from you.

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.

Requirements

Experience & Qualifications

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

Technical Skills

• 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 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

Professional & Soft Skills

• Exceptional written and verbal communication
• Ability to work independently and collaboratively
• Strong time-management and organizational skills
• Ability to lift and transport equipment

Benefits

At FusionTek, we truly believe 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: Earn up to 4% each quarter by meeting departmental KPIs and Metrics.
• Comprehensive benefits package
• Paid time off and leave policies in line with South African standards
• Educational reimbursement for certification tests and access to company-supplied training resources. Receive a salary increase after successfully completing approved certifications
• Team culture: Fun events and opportunities to connect with colleagues