Senior Remote Help Desk Technician - Hpa

Remote Senior Help Desk Technician

FUSE3 is a Managed Service Provider, based in the Sacramento region. We pride ourselves on solving problems for small to mid-size businesses.

We are always accepting resumes and inquiries from dedicated people who want to work in a fast-paced industry for a company with a family culture. 

• Are you dedicated to the success of the team?
• Do you have an intentional approach to big-picture problem-solving?
• Do you genuinely enjoy helping others succeed?
• Are you a people person?
• Are you always looking to learn and grow?

As a Managed Service Provider, we are interested in people with a wide range of skill sets and experience. If you identify with these traits, we want to talk to you!

The Remote Senior Help Desk Technician will have three-plus years of experience in a senior support role, strong technical skills, be personable with clients and internal staff, and have a positive attitude that inspires growth.

Primary Duties and Responsibilities:

• Answering Phones
• Triage incoming support emails
• Helpdesk Tickets
  • End user focused
  • Workstation focused
  • Some server functions
  • Escalations from Service Tech 1
• Accurate timekeeping on all tickets
• RMM tickets
  • Workstation focused
• Line of Business Applications
  • Sage
  • Quickbooks
• Anti-virus troubleshooting and support
• End User Adds and Disables
• VoIP Admin (System\Call flow)
• Email Security Support
• Office 365 Administration
• Workstation setup and deployment
• Perform file-level restores
• Some Server Software updates
• Create and maintain technical documentation

• Provide complex technical support to FUSE3 customers
• Assist in a variety of IT projects
• Perform network startup and shutdown procedures
• Mentor less experienced technical support staff

Experience and Skills:

• Strong customer service, written and verbal communication skills.
• 3-5 years troubleshooting and administration of Windows PCs and server hardware and Operating Systems, Microsoft Office and other common applications, Active Directory, Group Policy, virtualization technologies (Microsoft Hyper-V in particular), Microsoft 365, common backup technologies, network printing, and faxing. Knowledge of networking and network connectivity, VPNs and Wi-Fi.
• Experience with ConnectWise, Office 365, SonicWall, Sophos, VoIP, and previous MSP experience is highly preferred.
• Must be an excellent team player who can also work independently, plan, organize, and communicate effectively through phone, email, or in person.
• Position requires the ability to lift up to 50 pounds, maneuver under desks, and be able to cable new workstation arrangements/setups.
• Driver's license and appropriate insurance required.
• Willingness to participate in the On-Call program.

We offer competitive compensation including medical, dental, vision, PTO, 401k, etc. If you feel you possess the traits listed above reply to this post.