FusionTek

Role Description As a Systems Analyst, 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 be responsible for handling escalations from our first-level technicians and ensuring 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. - Managing escalated support tickets, tackling everything from break/fix challenges to application setup and user-level configurations. - Enhancing 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. - Utilizing our ticketing system to document, monitor, and escalate issues as needed. - Maintaining clear and accurate documentation within our internal platform to ensure information remains current throughout the support process. - Collaborating with a talented technical group to provide outstanding remote support and 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. Qualifications - CompTIA A+ and/or Network+ required (If you don’t currently hold one, you’ll be expected to earn it after hire — we’ll support you!) - MD‑102 (Modern Desktop Administrator Associate) preferred Requirements - 3–5 years of IT support experience in an MSP environment - 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 fundamentals - Working knowledge of 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 using Autotask PSA is a plus Soft Skills & Professional Abilities - Outstanding written and verbal communication skills — you’ll interact with clients regularly - A proactive mindset and the ability to work independently or as part of a collaborative team - Strong time-management and organizational skills to balance multiple priorities effectively - A genuine desire to deliver excellent service and continuously improve Benefits - 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

Role Description As our IT Project Manager, you will lead and manage IT projects from kickoff through completion—ensuring they stay on schedule, within scope, and on budget. You’ll serve as a key point of contact for clients, drive internal alignment, and help shape the success of our service delivery. - Developing and managing project plans, timelines, and budgets - Lead, oversee, and manage project engineers on the project team — act as a people manager, providing coaching, mentorship, and performance feedback - Own department success — understand profitability metrics, resource allocation, and how projects impact overall MSP growth - Act as the primary liaison for clients regarding project-related communications, providing timely updates and addressing issues throughout the project life cycle. - Oversee technical resources to guarantee that tasks are carried out in accordance with the project plan. - Ensure project documentation is precise, encompassing project plans, schedules, budgets, change orders, and closure documents. - Take the initiative to recognize, monitor, and address potential risks. - Oversee modifications to the project scope by implementing a formal change control process to prevent scope creep and guarantee alignment with business objectives. - Managing project development from inception to completion, ensuring projects meet intended outcomes and client satisfaction. - Facilitating meetings and regular updates with stakeholders to communicate project status and address any issues or roadblocks. - Coordinating cross-functional teams, ensuring collaboration and clear communication among staff, clients, and vendors. - Evaluate and offer feedback on project hour estimates that are non-technical - Performing evaluations after project completion to promote ongoing improvement and communicate insights gained with the team. Qualifications - Bachelor’s degree in Information Technology, Project Management, Business Administration, or a related field — or equivalent practical experience. - Minimum of 4 years of project management experience within a Managed Service Provider (MSP) environment (required). - Demonstrated experience working directly with clients, vendors, and internal technical teams in a fast‑paced service environment. - Proven ability to manage multiple IT projects simultaneously, coordinating cross‑functional teams to successful outcomes. - PMP certification preferred (or other relevant project management credentials) Requirements - Strong understanding of IT principles, infrastructure, and managed services, with the ability to communicate technical concepts clearly to clients. - Proficiency with Microsoft Office Suite (Excel, Teams, SharePoint). - Hands‑on experience with PSA and project management tools such as ConnectWise Manage, Autotask, Asana, or Microsoft Project. - Familiarity with IT Service Management (ITSM) frameworks and best practices. Benefits - Salary Range: $90,000–$110,000/year - 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 - Generous PTO, Paid company holidays, Dedicated Birthday PTO and additional floating holiday for extra flexibility - Educational reimbursement for certification exams and access to company‑provided training resources - Fun events and opportunities to connect with colleagues

• 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.

• Managing escalated support tickets, tackling everything from break/fix challenges to application setup and user-level configurations. • Setting up new **Hyper‑V hosts**, troubleshooting and deploying **SonicWall firewalls**, and managing **Datto networking switches and access points**. • Utilize our ticketing system to document, monitor, and escalate issues as needed. • 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.

• Developing and managing project plans, timelines, and budgets • Lead, oversee, and manage project engineers on the project team — act as a people manager, providing coaching, mentorship, and performance feedback • Own department success — understand profitability metrics, resource allocation, and how projects impact overall MSP growth • Act as the primary liaison for clients regarding project-related communications, providing timely updates and addressing issues throughout the project life cycle. • Oversee technical resources to guarantee that tasks are carried out in accordance with the project plan. • Ensure project documentation is precise, encompassing project plans, schedules, budgets, change orders, and closure documents. • Take the initiative to recognize, monitor, and address potential risks. • Oversee modifications to the project scope by implementing a formal change control process to prevent scope creep and guarantee alignment with business objectives. • Managing project development from inception to completion, ensuring projects meet intended outcomes and client satisfaction. • Facilitating meetings and regular updates with stakeholders to communicate project status and address any issues or roadblocks. • Coordinating cross-functional teams, ensuring collaboration and clear communication among staff, clients, and vendors. • Evaluate and offer feedback on project hour estimates that are non-technical • Performing evaluations after project completion to promote ongoing improvement and communicate insights gained with the team.

• Lead discovery conversations with clients to understand their business challenges, technical requirements, and desired outcomes. • Assess and document clients’ existing infrastructure, applications, and operational workflows to identify gaps and opportunities for improvement. • Design tailored, scalable, and cost‑effective managed services solutions that align with client needs and long‑term goals. • Develop and deliver compelling solution proposals that clearly communicate value, technical strategy, and expected benefits. • Collaborate closely with Sales, Project Management, and Support teams to ensure proposed solutions are feasible and aligned with FusionTek’s capabilities. • Stay current on emerging technologies and consult with internal teams to enhance our service offerings and maintain a competitive edge. • Educate internal teams on new solutions, sales strategies, deployment methods, and how these offerings integrate into our existing service portfolio.

• **Lead discovery conversations** with clients to understand their business challenges, technical requirements, and desired outcomes. • **Assess and document** clients’ existing infrastructure, applications, and operational workflows to identify gaps and opportunities for improvement. • **Design tailored, scalable, and cost‑effective managed services solutions** that align with client needs and long‑term goals. • **Develop and deliver compelling solution proposals** that clearly communicate value, technical strategy, and expected benefits. • **Collaborate closely with Sales, Project Management, and Support teams** to ensure proposed solutions are feasible and aligned with FusionTek’s capabilities. • **Stay current on emerging technologies** and consult with internal teams to enhance our service offerings and maintain a competitive edge. • **Educate internal teams** on new solutions, sales strategies, deployment methods, and how these offerings integrate into our existing service portfolio.

FusionTek 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-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 the kind of culture you thrive in, you’ll want to keep reading — because we’re searching for an enthusiastic and knowledgeable Sales Engineer to join our team. As a Sales Engineer at FusionTek, you’ll play a pivotal role in bridging the gap between client needs and our technical solutions. You’ll guide clients through complex technology decisions and translate their requirements into clear, actionable project plans for our Projects team. Your expertise in areas such as cloud solutions, cybersecurity, and managed IT services will help you uncover client challenges, recommend tailored solutions, and ensure a seamless handoff to delivery. Success in this role is measured by client satisfaction, the accuracy and clarity of your project plans, and the smooth transition of solutions into execution. If you’re excited by the idea of combining technical expertise with consultative client engagement, this could be the perfect opportunity for you. Here's what you'll be doing: - Lead discovery conversations with clients to understand their business challenges, technical requirements, and desired outcomes. - Assess and document clients’ existing infrastructure, applications, and operational workflows to identify gaps and opportunities for improvement. - Design tailored, scalable, and cost‑effective managed services solutions that align with client needs and long‑term goals. - Develop and deliver compelling solution proposals that clearly communicate value, technical strategy, and expected benefits. - Collaborate closely with Sales, Project Management, and Support teams to ensure proposed solutions are feasible and aligned with FusionTek’s capabilities. - Stay current on emerging technologies and consult with internal teams to enhance our service offerings and maintain a competitive edge. - Educate internal teams on new solutions, sales strategies, deployment methods, and how these offerings integrate into our existing service portfolio.

FusionTek 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-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 the kind of culture you thrive in, you’ll want to keep reading — because we’re searching for an enthusiastic and knowledgeable Sales Engineer to join our team. As a Sales Engineer at FusionTek, you’ll play a pivotal role in bridging the gap between client needs and our technical solutions. You’ll guide clients through complex technology decisions and translate their requirements into clear, actionable project plans for our Projects team. Your expertise in areas such as cloud solutions, cybersecurity, and managed IT services will help you uncover client challenges, recommend tailored solutions, and ensure a seamless handoff to delivery. Success in this role is measured by client satisfaction, the accuracy and clarity of your project plans, and the smooth transition of solutions into execution. If you’re excited by the idea of combining technical expertise with consultative client engagement, this could be the perfect opportunity for you. Here's what you'll be doing: - Lead discovery conversations with clients to understand their business challenges, technical requirements, and desired outcomes. - Assess and document clients’ existing infrastructure, applications, and operational workflows to identify gaps and opportunities for improvement. - Design tailored, scalable, and cost‑effective managed services solutions that align with client needs and long‑term goals. - Develop and deliver compelling solution proposals that clearly communicate value, technical strategy, and expected benefits. - Collaborate closely with Sales, Project Management, and Support teams to ensure proposed solutions are feasible and aligned with FusionTek’s capabilities. - Stay current on emerging technologies and consult with internal teams to enhance our service offerings and maintain a competitive edge. - Educate internal teams on new solutions, sales strategies, deployment methods, and how these offerings integrate into our existing service portfolio.

FusionTek 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-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 the kind of culture you thrive in, you’ll want to keep reading — because we’re searching for an enthusiastic and knowledgeable Sales Engineer to join our team. As a Sales Engineer at FusionTek, you’ll play a pivotal role in bridging the gap between client needs and our technical solutions. You’ll guide clients through complex technology decisions and translate their requirements into clear, actionable project plans for our Projects team. Your expertise in areas such as cloud solutions, cybersecurity, and managed IT services will help you uncover client challenges, recommend tailored solutions, and ensure a seamless handoff to delivery. Success in this role is measured by client satisfaction, the accuracy and clarity of your project plans, and the smooth transition of solutions into execution. If you’re excited by the idea of combining technical expertise with consultative client engagement, this could be the perfect opportunity for you. Here's what you'll be doing: - Lead discovery conversations with clients to understand their business challenges, technical requirements, and desired outcomes. - Assess and document clients’ existing infrastructure, applications, and operational workflows to identify gaps and opportunities for improvement. - Design tailored, scalable, and cost‑effective managed services solutions that align with client needs and long‑term goals. - Develop and deliver compelling solution proposals that clearly communicate value, technical strategy, and expected benefits. - Collaborate closely with Sales, Project Management, and Support teams to ensure proposed solutions are feasible and aligned with FusionTek’s capabilities. - Stay current on emerging technologies and consult with internal teams to enhance our service offerings and maintain a competitive edge. - Educate internal teams on new solutions, sales strategies, deployment methods, and how these offerings integrate into our existing service portfolio.