Remote Technical Support Engineer II
Key Skills for This Role
Full Job Posting
Why MSP Experience Matters
MSP experience is strongly preferred. Unlike internal IT roles that support a single organization with one technology stack and familiar users, MSP technicians manage multiple client environments with varying technology stacks, priorities, and service expectations all in a single day. Success in this role requires the ability to pivot and adapt to different client environments quickly, requires strong troubleshooting, communication, documentation, and accountability. If you have prior MSP experience and enjoy a challenging environment, continuous learning, and solving diverse technical challenges, we'd love to hear from you.
Client Support & Troubleshooting
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.
Infrastructure & Systems Administration
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. (Datto Experience PLUS!)
Support Microsoft 365, Intune, Azure, Datto BCDR, SaaS Backup, and other modern technologies implemented across client environments.
Team Collaboration & Mentorship
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.
Documentation & Process
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.
🎓 Experience & Qualifications
- CompTIA A+ and/or Network+ required. If not currently held, it must be obtained within 6 months of employment.
- MD‑102 preferred
🛠️ Technical Skills
- 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
- 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
💬 Professional & Soft Skills
- Exceptional written and verbal communication
- Ability to work independently and collaboratively
- Strong time‑management and organizational skills
- Ability to lift and transport equipment
Benefits
- At FusionTek , we truly believe our people are our most valuable asset. That’s why we’re proud to offer:
- 💰 Competitive salary : $30 - $35/hour
- 🎯 Quarterly bonus eligibility: Earn up to 4% each quarter by meeting departmental KPIs and Metrics.
- 🏥 Comprehensive coverage : Medical, Dental, and Vision coverage
- 📈 401(k) plan with 4% company matching and immediate vesting
- 🌴 Time Off That Actually Lets You Recharge : Generous PTO, Paid company holidays, Dedicated Birthday PTO and a dditional 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
About FusionTek
Privately held MSP and MSSP delivering managed IT, cybersecurity, and cloud support to small and mid-sized businesses.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer