FusionTek is looking for a Remote Helpdesk Technician II to provide high-quality technical assistance to clients as a crucial member of the support team. You will handle escalations from first-level technicians and ensure the timely resolution of more complex problems.
What You'll Do
- Address and resolve escalated tickets from Helpdesk Technician I and provide guidance to junior staff.
- Perform detailed troubleshooting for desktop and laptop systems, addressing hardware and software issues.
- Assist with the implementation of new desktops, laptops, and other hardware for users.
- Collaborate with the team to optimize support processes and enhance client satisfaction.
- Maintain accurate documentation for all support interactions and solutions provided.
What We're Looking For
- A+ and/or Network+ Certifications (If you do not have, will need to obtain after employment)
- 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
- Exceptional written and oral communication skills
- Able to work independently and part of a team
- Ability to Manage Time Effectively
Nice to Have
- MD-102 certification
- Experience with Autotask PSA
Technical Stack
- Windows 10/11, MacOS
- Windows Server 2016, 2019, 2022
- Sonic firewalls, Datto networking
- Microsoft 365 Office Suite, Office 365 cloud services
- Azure, AWS
- Datto BCDR, SaaS Backup
- Autotask PSA
Team & Environment
Member of the support team, handling escalations from first-level technicians.
Benefits & Compensation
- Compensation: 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
- Access to company-supplied training resources
- Fun events and opportunities to connect with colleagues
Work Mode
This is a global remote position.
Our culture is built on being team players, collective work toward common goals, a growth mindset focused on success, doing the right thing with honesty and transparency, and taking ownership of our work.
