Remote IT Incident Response Lead

Fusion Tek is a Managed Security Service Provider (MSSP) 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-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
• We execute quickly and precisely, both internally and externally

If this opportunity excites you, we invite you to continue reading! Join our team as a Incident Response Technical Lead
. We're seeking a proactive problem‑solver with a client‑focused attitude who thrives on tackling technical challenges.

As an Incident Response Tech Lead, you will provide excellence in high‑touch technical management for incident‑response projects. This includes frequent technical and non‑technical written, verbal and video call (Zoom/Teams) updates with all stakeholders on a project, both within Fusion Tek and externally. Throughout the day you'll be translating technology to clients who aren't always technical, so communication skills are paramount in this role.

A broad technical foundation is also required, as you will make decisions on the client's recovery strategy and will serve as an escalation point and subject‑matter expert to Fusion Tek team members and the client.

We are currently staffing the following shift: 2:00 PM – Midnight (Friday to Monday) – South Africa Standard Time (SAST)

Here’s what you’ll be doing:

• You’ll primarily be focused on technical management of incident response recovery efforts from start to finish. This can include initial project mobilization, assignment and management of technical work streams, and frequent client and vendor communication. There are daily (sometimes more frequently) update calls and associated reporting.
• Incident response projects can often begin over a weekend or outside of traditional business hours, and weekends are crucial recovery opportunities to lessen the impact the client feels as their businesses are often completely down.
• You’ll work through our ticketing system to document, track, and escalation project tasks and tickets, and you’ll also work in our documentation platform to keep everything up to date along the way.
• You’ll serve as an escalation point on technical questions from other engineers and the client.
• You’ll be working with a team of intelligent people to deliver world‑class service to our clients.

• Excellent comprehension and communication in the English language
• Previous experience leading a technical team
• Knowledge of Office 365 / Azure cloud services
• Knowledge of Active Directory
• Knowledge of complex networking troubleshooting (VLANs/routing/subnetting/packet captures)
• Broad understanding of how operating systems work
• Knowledge of advanced OS troubleshooting (boot issues/ corruption of profiles/OS files)
• Comfortable working in different OSs, both in CLI and GUI
• SQL DB knowledge is a plus
• Knowledge of advanced firewall configuration skills (creating and troubleshooting complex firewall policies/routes)
• Experience troubleshooting ingress/egress issues
• Comfortable working in diverse firewall UIs (Sonic Wall, Meraki, Forti Gate, Cisco, Watch Guard, etc.)
• Strong comprehension of system architecture (i.e., how servers' function, what their roles are, etc.)
• Understanding of the elements of network and system performance
• Time management skills are crucial to your success in this role
• Superb verbal and written communication skills are a must
• Demonstrated skillset through industry certifications or an agreed upon plan to obtain them
• Previous recovery / remediation experience a plus
• Experience working in a ticketing system is preferred, with Autotask experience a plus

• 💰 Competitive salary: R800,000 - R1,000,000 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