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.

Network Support Engineer, Level 3

Systems Engineer

• Managing escalated support tickets, tackling everything from break/fix challenges to application setup and user-level configurations. Beyond providing exceptional end-user support, you'll also play a key role in enhancing our core infrastructure through server administration, networking, and security efforts.
• Setting up new Hyper‑V hosts, troubleshooting and deploying SonicWall firewalls, and managing Datto networking switches and access points. You’ll also work with a range of modern, innovative technologies that our team implements regularly.
• Utilize our ticketing system to document, monitor, and escalate issues as needed, while maintaining clear and accurate documentation within our internal platform to ensure information remains current throughout the support process.
• You'll be part of a close-knit team where collaboration is key, working alongside a talented technical group to provide outstanding remote support and service to our clients.

Systems Analyst, L2

• You’ll primarily be focused on escalated tickets including break/fix issues, application installation and configuration, and user-level settings. You will also play a role in server administration, networking, and security aspects. This includes tasks such as setting up new Hyper-V hosts, troubleshooting and deploying Sonic firewalls, and managing Datto networking switches and access points, along with a variety of other innovative technologies that we are implementing regularly.
• Occasionally sent onsite for networking and server deployments to offer guidance and mentorship to a Level One technician.
• Utilize our ticketing system to document, monitor, and escalate tickets, while also maintaining our documentation platform to ensure everything remains current throughout the process.
• Collaborate with a talented team to provide exceptional service to our clients, whether remotely or on-site.

Systems Analyst – L2

Sales Engineer

• Engage in initial discussions as well as discovery sessions with clients to gain insight into their business challenges, technical needs, and expected outcomes.
• Assess and document the client’s current infrastructure, applications, and operational workflows to pinpoint gaps and opportunities for improvement.
• Create tailored, scalable, and cost-efficient managed services solutions that address client requirements.
• Develop and present engaging solution proposals that effectively communicate value, the technical strategy, and associated benefits.
• Collaborate closely with sales, project management, and support teams to ensure that proposed solutions are viable and align with organizational capabilities.
• Investigate and stay updated on emerging technologies, consulting with internal stakeholders to enhance company offerings and services.
• Educate internal teams on new solutions, sales strategies, deployment methods, and how these can be integrated into existing service offerings.

Network Support Engineer, Level 3

Network Support Engineer, Level 3

Systems Analyst, L2

Systems Analyst – L2

Sales Engineer

Pre-sales Engineer