Helpdesk Technician

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We're a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We're also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If this sounds like somewhere you'd like to work, read on — we're looking for a Helpdesk Technician to join our team

As a Helpdesk Technician at FusionTek, you will be responsible for providing excellent technical support and customer service to our clients. You should have a solid understanding of desktop operating systems and be driven to deliver the best possible experience. Your daily responsibilities will involve troubleshooting Windows 10 and MacOS systems, assisting with Office 365 services, and managing user accounts in Active Directory. Strong communication skills are crucial in this role, as you will be required to explain technical processes to non-technical users.

If you enjoy solving problems and providing solutions to help others work through their technology challenges, this might be the ideal position for you.

Here's what you'll be doing:

• Providing desktop and laptop support, troubleshooting break/fix issues, and assisting with application installations and configurations.
• Engaging in security-related tasks, including investigating malware alerts and assisting users with MFA enrollment.
• Documenting, tracking, and escalating tickets using our ticketing system.
• Collaborating with a team to deliver world-class service to our clients.

**This role is fully remote, offering the flexibility to work from anywhere. Working hours will be determined during the hiring process to ensure alignment with both business requirements and your availability.**

• Minimum of 2 years of professional IT support experience
• Experience with Windows 10, 11, and MacOS operating systems
• Familiarity with the Microsoft 365 suite
• Basic knowledge of Office 365 cloud services is a plus
• Experience with Azure and/or AWS is a plus
• Strong time management skills and attention to detail
• Excellent verbal and written communication skills
• A+ and/or Network+ certifications are preferred
• Experience with ticketing systems (e.g., Autotask) is a plus

At FusionTek, we truly believe that our people are our most valuable asset. That's why we're proud to offer:

• Competitive salary: R250,000 – R300,000 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