Senior Support Desk Technician

About Us

Fusion Technology Solutions has been looking after small and medium businesses around Australia for nearly 25 years. Along with our sister company Nexus One we run our own national datacentre network, our own ISP, VOIP, DNS services, Private Cloud, Hosted Servers and alot more.

That means we support and fix our own problems rather than raising a ticket with a 3rd party and waiting. It also means the range of work here is vastly wide and not your typical MSP service desk. On any given week you might be deep in a Microsoft 365 migration, on the phone to someone whose laptop will not boot, on site at a client, and helping our engineering team roll out some new servers in the datacentre.

The Role

This is a senior hands-on support desk role. You would be working tickets and talking to customers every day. Also acting as an escalation point, a mentor and a junction point between support desk and engineering/provisioning/security teams.

What you would be doing

• Supporting our wide customer base across all of the services and technologies we offer via our ticketing system, phone, or in person.

• Taking escalations and mentoring the L1 and L2 technicians, and setting the standard for troubleshooting, note taking and quality of work.

• Working closely with and assisting the Service Desk Manager as required.

• Writing and maintaining internal documentation.

• Identifying process improvements and aiding in the implementation.

• Client site visits (Sydney Metro, Brisbane, Melbourne) and direct contact with key stakeholders

• Project work, and working directly with our provisioning, engineering and security teams as needed.

• Any other reasonable work deemed required by management and falling within your role.

• This role requires occasional flexibility to work outside standard business hours to address after hours tasks, urgent issues or complete project work, including participation in a rotating weekend on-call roster.

What we need you to have

• 5+ years in a hands on technical support role, with real time spent at Level 2 or above, ideally in an MSP or a small generalist team.

• Genuine widespread knowledge. Comfortable moving between desktop support, Windows Server, Microsoft 365, linux, networking and backups in the same afternoon

• Strong Windows desktop and windows/Linux server troubleshooting.

• Strong Physical server hardware troubleshooting and maintenance

• Solid Active Directory and Microsoft 365 administration

• Practical networking in small and medium business environments: routers, switches, Wi-Fi, VLANs, firewalls, VPNs, NBN and Ethernet services

• Familiarity with backup and monitoring systems, and an understanding of why a successful backup job is not the same as a working backup.

• The judgement to work autonomously and the humility to know when not too.

• To be able to explain technical and non-technical information to a colleague or a customer clearly and patiently

• A high attention to detail, initiative, and commitment to providing excellent support and service to our customers.

• A current driver's licence and the right to work in Australia

Desired skills and knowledge (we are not expecting all of them)

Nobody has the full list so dont think you must.

• Virtualisation with VMware, Proxmox and Hyper-V

• Datacentre hardware

• Supporting Apple hardware, iOS and Android

• VoIP and PBX, hosted or onsite

• Microsoft Exchange Server, on-premises or hybrid

• Cisco IOS, JunOS or FortiOS

• Microsoft SQL Server administration

• Web hosting platforms such as cPanel or Plesk

• Scripting in PowerShell or Bash

• Security practices and concepts

What you get

• Competitive salary, with regular reviews

• Hybrid working after successful probation period

• Wide depth of work. Desktop through to datacentre, and everything between

• Certification and training support

• Genuine Career progression

• Sydney CBD office, walking distance from Town Hall and Wynyard

Applying

Please include short answers to the below question A short paragraph is plenty. We do read them, and applications without them do not get looked at.

• A customer calls and says they cannot access google, How would you approach it, what are the key questions you would ask?

If you are a jack of all trades, a strong Level 2 ready to step up rather than a Level 3 today, apply anyway and tell us why. We would rather see you than not.