Technical Support Engineer II - Hybrid
About The Position
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. This position is listed as “Hybrid” and requires flexibility to work from home, in the DC office, and at client sites as needed. You should be comfortable shifting between locations throughout the week based on business needs. The role involves resolving escalated support requests and complex technical issues, handling break/fix issues, application installations, and user-level configuration changes. You will troubleshoot Windows, macOS, Microsoft 365, networking, server, and cloud-related problems, providing remote and onsite support for client environments. Additionally, you will configure and support Windows Server environments, assist with Hyper-V host setup, server administration, networking, and security tasks, and troubleshoot and deploy SonicWall firewalls. You will also manage networking switches and access points, and support Microsoft 365, Intune, Azure, Datto BCDR, SaaS Backup, and other modern technologies. The role also includes providing guidance and mentorship to Level I technicians, collaborating with the technical team, escalating tickets appropriately, and contributing to shared technical knowledge. Accurate and timely documentation using Autotask ticketing system and maintaining the documentation platform are crucial. Clients should receive clear, professional communication throughout the support process.
Requirements
- CompTIA A+ and/or Network+ required. If not currently held, it must be obtained within 6 months of employment.
- 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
- Exceptional written and verbal communication
- Ability to work independently and collaboratively
- Strong time‑management and organizational skills
- Ability to lift and transport equipment
- Must reside in DC metro area
Nice To Haves
- MSP experience is strongly preferred.
- MD‑102 preferred
- Datto Experience PLUS!
- 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
Responsibilities
- 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.
- 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.
- Support Microsoft 365, Intune, Azure, Datto BCDR, SaaS Backup, and other modern technologies implemented across client environments.
- 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.
- 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.
Benefits
- Competitive salary: $30 - $35/hour
- Quarterly bonus eligibility: Earn up to 4% each quarter by meeting departmental KPIs and Metrics.
- Medical, Dental, and Vision coverage
- 401(k) plan with 4% company matching and immediate vesting
- Generous PTO, Paid company holidays, Dedicated Birthday PTO and additional floating holiday for extra flexibility
- Educational reimbursement for certification tests and access to company-supplied training resources. Receive a salary increase after successfully completing approved certifications
- Monthly cell phone stipend to support your connectivity needs
- Team culture: Fun events and opportunities to connect with colleagues
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
