FusionTek

Support Engineer

• Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff.
• Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients.
• Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption.
• Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations.
• Documentation & Best Practices: Maintain impeccable documentation of client networks, configurations, and standard operating procedures (SOPs) to streamline future troubleshooting.

L3 Network Support Engineer – Remote

Technical Project Manager

• Developing and managing project plans, timelines, and budgets
• Lead, oversee, and manage project engineers on the project team — act as a people manager, providing coaching, mentorship, and performance feedback
• Own department success — understand profitability metrics, resource allocation, and how projects impact overall MSP growth
• Act as the primary liaison for clients regarding project-related communications, providing timely updates and addressing issues throughout the project life cycle.
• Oversee technical resources to guarantee that tasks are carried out in accordance with the project plan.
• Ensure project documentation is precise, encompassing project plans, schedules, budgets, change orders, and closure documents.
• Take the initiative to recognize, monitor, and address potential risks.
• Oversee modifications to the project scope by implementing a formal change control process to prevent scope creep and guarantee alignment with business objectives.
• Managing project development from inception to completion, ensuring projects meet intended outcomes and client satisfaction.
• Facilitating meetings and regular updates with stakeholders to communicate project status and address any issues or roadblocks.
• Coordinating cross-functional teams, ensuring collaboration and clear communication among staff, clients, and vendors.
• Evaluate and offer feedback on project hour estimates that are non-technical
• Performing evaluations after project completion to promote ongoing improvement and communicate insights gained with the team.

IT Project Manager – MSP

Systems Engineer

• Handle escalated support tickets, including break/fix issues, application installations, and configuration of user‑level settings.
• Contribute to server administration, networking, and security tasks, such as:
• Setting up new Hyper‑V hosts
• Troubleshooting and deploying SonicWall firewalls
• Managing Datto networking switches and access points
• Supporting additional modern technologies implemented across client environments
• Provide onsite support as needed for networking and server deployments, offering guidance and mentorship to Level One technicians.
• Use the ticketing system to document, monitor, and escalate tickets appropriately, ensuring accurate and up‑to‑date information throughout the process.
• Maintain and update the documentation platform to ensure all procedures, configurations, and client details remain current.
• Collaborate with the technical team to deliver exceptional service to clients, both remotely and onsite, ensuring a positive and professional support experience.

Systems Analyst – L2

Sales Engineer

• Lead discovery conversations with clients to understand their business challenges, technical requirements, and desired outcomes.
• Assess and document clients’ existing infrastructure, applications, and operational workflows to identify gaps and opportunities for improvement.
• Design tailored, scalable, and cost‑effective managed services solutions that align with client needs and long‑term goals.
• Develop and deliver compelling solution proposals that clearly communicate value, technical strategy, and expected benefits.
• Collaborate closely with Sales, Project Management, and Support teams to ensure proposed solutions are feasible and aligned with FusionTek’s capabilities.
• Stay current on emerging technologies and consult with internal teams to enhance our service offerings and maintain a competitive edge.
• Educate internal teams on new solutions, sales strategies, deployment methods, and how these offerings integrate into our existing service portfolio.

L3 Network Support Engineer – Remote

IT Project Manager – MSP

Systems Analyst – L2

Sales Engineer – MSP