Technical Support Engineer II - Hybrid (DC)

FusionTek; Washington (District of Columbia); Hybrid; USD 41,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Quarterly bonus eligibility

DC metro area residency

Medical, Dental, and Vision coverage

401(k) with 4% company matching

Generous PTO and holidays

Educational reimbursement and certs; ↑

Monthly cell phone stipend

Team events

Job summary

FusionTek is seeking a Technical Support Engineer II (Systems Analyst) to support multiple client environments with a hybrid work model—DC office, home, and client sites as needed. You will troubleshoot Windows/macOS, servers, networking, and cloud services, while mentoring Level I technicians and maintaining clear documentation.

The role emphasizes MSP-experience, strong communication, and ownership. CompTIA A+/Network+ and MD-102 are preferred or to be earned within 6 months; hybrid duties

Qualifications

• CompTIA A+ and/or Network+ required; if not held, must be obtained within 6 months.
• MD-102 preferred.

Responsibilities

• Provide client support & troubleshooting across Windows, macOS, and cloud services.
• Resolve escalated issues, perform break/fix tasks, and handle installations.
• Troubleshoot Windows, macOS, networking, servers, and cloud problems.
• Offer remote and onsite support for client environments.
• Configure and support Windows Server 2016/2019/2022 environments.
• Assist with Hyper-V, networking, security tasks, and firewall management.
• Manage networking switches/access points and Datto/DATTO BCDR tasks.
• Support Microsoft 365, Intune, Azure, and related cloud services.

Skills

Windows 10/11

macOS

Windows Server 2016/2019/2022

SonicWall firewalls

Datto Networking

Microsoft 365 / Intune

Azure / AWS

Datto BCDR / SaaS Backup

Microsoft Teams VOIP

VOIP telephony

Autotask

CompTIA A+ / Network+

MD-102 (preferred)

Education

MD-102 (preferred)

Tools

Autotask

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