Remote Helpdesk Technician II

This range is provided by Fusion Tek. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

ZAR/yr - ZAR/yr

Fusion Tek is a Managed Service Provider (MSP) with offices in multiple US locations and team members globally. We're a tight‑knit team of friendly, intelligent people focused on IT infrastructure management for small‑to‑mid‑size businesses since 2007.

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

• Team players, collectively working towards a common goal.
• Growth mindset focused on the success of our coworkers, clients, and the company.
• Honest and transparent approach that always puts our clients first.
• Ownership of our work, seeing it through to completion.

If you align with these values and are looking to advance your career in a dynamic environment, we want to hear from you! We are seeking a Helpdesk Technician II to join our expanding team.

As a Helpdesk Technician II, you will be a crucial member of our support team, providing high‑quality technical assistance to our clients. This role requires a deep understanding of desktop support and a proactive approach to resolving technical issues. You will handle escalations from our first‑level technicians and ensure a timely resolution of more complex problems. Strong expertise in Windows and macOS, as well as experience with cloud services such as Office 365, is essential.

• Address and resolve escalated tickets from Helpdesk Technician I and provide guidance to junior staff.
• Perform detailed troubleshooting for desktop and laptop systems, addressing hardware and software issues.
• Assist with implementation of new desktops, laptops, and other hardware for users.
• Collaborate with the team to optimize support processes and enhance client satisfaction.
• Maintain accurate documentation for all support interactions and solutions provided.
• Fully remote role, offering flexibility to work from anywhere. Working hours will be determined during the hiring process to ensure alignment with business requirements and your availability.

• A+ and/or Network+ certifications required (if not currently held, must be obtained after employment).
• MD-102 preferred.

• Strong knowledge of Windows 10/11 and macOS.
• Strong knowledge of Windows Server 2016, 2019, and 2022.
• Knowledge of Sonic
  
  WALL firewalls, Datto networking concepts.
• Familiarity with Microsoft 365 Office Suite and Office 365 cloud services.
• Knowledge of Azure and/or AWS.
• Datto BCDR and/or SaaS backup.
• Experience with Autotask PSA is a plus.

• Exceptional written and oral communication skills required.
• Able to work independently and as part of a team.
• Ability to manage time effectively.

• Competitive salary: R300,000 - R350,000 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.