Remote Systems Analyst (L2)

Fusiontek; Johannesburg; Remote; ZAR 300,000 - 350,000; Full time

Benefits offered by this job

Competitive salary

Quarterly bonus

Benefits package

Paid time off

Educational reimbursement

Team events

Job summary

FusionTek in Johannesburg is seeking a Helpdesk Technician II to join our expanding MSP team. You will provide high-quality desktop support to clients and handle escalations from first-level technicians.

The role emphasizes Windows 10/11, macOS, and cloud services such as Office 365 and Intune, with exposure to Azure or AWS a plus.

We value teamwork, proactive problem-solving, and clear communication; our benefits include competitive salary, quarterly bonuses, and educational reimbursement.

Qualifications

• 3-5 years of IT support experience in an MSP environment.
• Strong knowledge of Windows 10/11 and macOS; server experience.
• Experience with cloud services including Office 365 and Intune.
• Azure and/or AWS experience is a plus.
• CompTIA A+ and/or Network+ required; MD-102 preferred.
• Datto BCDR, SaaS Backup, and Autotask PSA experience are a plus.
• Outstanding written and verbal communication skills; able to interact with clients regularly.

Responsibilities

• Provide high-quality technical assistance to clients.
• Handle escalations from first-level technicians.
• Ensure timely resolution of more complex problems.
• Troubleshoot desktop and cloud-related issues proactively.
• Collaborate with support team to meet SLA commitments.

Skills

Proactive mindset

Excellent communication

Time management

Independent or team player

Customer service

Education

CompTIA A+ and/or Network+

MD-102 (Modern Desktop Administrator Associate)

Tools

SonicWall

Datto networking

Microsoft 365 Office Suite

Intune

Azure

AWS

Datto BCDR

SaaS Backup

Autotask PSA

Job description

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 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 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.

Education & Certifications

• 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

Technical Skills

• 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 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

At FusionTek, we truly believe that our people are our most valuable asset. That's why we're proud to offer:

• 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