Remote Systems Analyst (L2)

FusionTek

3d • Remote

About The Position

FusionTek is a Managed Service Provider (MSP) seeking a Helpdesk Technician II, also referred to as a Systems Analyst, to join their expanding team. This role is crucial for providing high-quality technical assistance to clients, requiring a deep understanding of desktop support and a proactive approach to resolving technical issues. The Systems Analyst will handle escalations from first-level technicians, ensuring timely resolution of complex problems. Strong expertise in Windows and MacOS, along with experience in cloud services like Office 365, is essential. The position involves managing escalated support tickets, addressing break/fix challenges, application setup, and user-level configurations. Additionally, the role contributes to enhancing core infrastructure through server administration, networking, and security efforts, including setting up Hyper-V hosts, troubleshooting SonicWall firewalls, and managing Datto networking equipment. The Systems Analyst will utilize the ticketing system for documentation and escalation, maintaining accurate internal records. This is a fully remote position with flexible working hours.

Requirements

• 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!)
• 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
• 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

Nice To Haves

• MD‑102 (Modern Desktop Administrator Associate) preferred
• Experience using Autotask PSA is a strong plus

Responsibilities

• Managing escalated support tickets, tackling everything from break/fix challenges to application setup and user-level configurations.
• Enhancing core infrastructure through server administration, networking, and security efforts.
• Setting up new Hyper‑V hosts.
• Troubleshooting and deploying SonicWall firewalls.
• Managing Datto networking switches and access points.
• Utilize our ticketing system to document, monitor, and escalate issues as needed.
• Maintaining clear and accurate documentation within our internal platform to ensure information remains current throughout the support process.
• Working alongside a talented technical group to provide outstanding remote support and service to our clients.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED