Technical Support Engineer II - Hybrid

FusionTek; Bethesda (MD); On-site; USD 62,000 - 73,000; Full time

Benefits offered by this job

Competitive salary $30 - $35/hour

Quarterly bonus eligibility

DC metro area residency required

Medical, Dental, Vision coverage

401(k) plan with 4% company matching

Generous PTO and floating holiday

Educational reimbursement for certs

Monthly cell phone stipend

Team culture and events

Job summary

FusionTek is seeking a Technical Support Engineer II (Systems Analyst) to support multiple client environments in a hybrid role, working from home, the DC area, and client sites as needed.

You will troubleshoot Windows/macOS, manage Windows Server stacks, and collaborate with the team to deliver reliable IT services, documentation, and proactive support for MSP clients.

Qualifications

• Experience supporting Windows 10/11 and macOS in client environments.
• Knowledge of Windows Server 2016/2019/2022 and basic network concepts.
• Strong documentation, ticketing, and communication abilities.

Responsibilities

• Provide client support and troubleshoot escalated issues across multiple environments.
• Assist with infrastructure and systems administration, including server tasks and security.
• Mentor Level I technicians and collaborate with the team to deliver service excellence.
• Document work in Autotask and maintain updated client records and procedures.

Skills

Windows 10/11

Windows Server 2016/2019/2022

Networking concepts

SonicWall firewalls

Datto Networking

SharePoint administration

Microsoft 365 & Intune

Azure/AWS knowledge

VOIP (Teams)

Education

CompTIA A+ certification

CompTIA Network+ certification

MD-102 preferred

Tools

SonicWall

Datto Networking

Autotask

SharePoint Admin

Microsoft 365 / Intune

Azure

SaaS Backup / Datto BCDR

Teams VOIP

Job description

If you are looking for a position where you support the same users, the same systems, and the same environment every day, this is not the role for you.

FusionTek is a Managed Service Provider established in 2007, with offices located in the greater Seattle area, Washington, DC, and Tampa, FL. Our innovative team is enthusiastic about IT infrastructure management for small- to mid-sized businesses.

As we continue to expand our services, we are eager to find a Technical Support Engineer II (Systems Analyst) who embodies our core values:

• Teamwork: We achieve our goals collaboratively
• Growth Mindset: We are focused on continuous improvement for our team members and our clients
• Integrity: We operate with transparency and prioritize the needs of our clients
• Ownership: We take responsibility for our work and ensure commitments are fulfilled

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.

This position is listed as Hybrid and requires flexibility to work from home, in the DC office, and at client sites as needed. You should be comfortable shifting between locations throughout the week based on business needs.

What You Will Do

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 elevate 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.

Requirements

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.
• Must reside in DC metro area
• 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 additional 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