Remote Helpdesk Technician II

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 are driven to deliver exceptional service and results. We embrace change and are constantly evolving. We are looking for a Remote Helpdesk Technician II to join our team! As a Remote Helpdesk Technician II, you will be responsible for providing technical support to our clients. This includes troubleshooting hardware and software issues, providing remote assistance, and documenting all interactions. The ideal candidate will have excellent communication and problem-solving skills, and a strong understanding of IT concepts. Responsibilities: * Provide remote technical support to clients via phone, email, and chat. * Troubleshoot hardware and software issues. * Provide remote assistance to clients. * Document all interactions in our ticketing system. * Escalate issues to senior technicians as needed. * Monitor and respond to alerts from our monitoring systems. * Assist with the onboarding of new clients. * Assist with the maintenance of client IT infrastructure. * Stay up-to-date on the latest IT technologies. * Other duties as assigned. Qualifications: * High school diploma or equivalent. * Minimum of 2 years of experience in a helpdesk or technical support role. * Strong understanding of IT concepts. * Excellent communication and problem-solving skills. * Ability to work independently and as part of a team. * Experience with ticketing systems. * Experience with remote support tools. * Ability to troubleshoot hardware and software issues. * Ability to prioritize and manage multiple tasks. * Ability to work under pressure. * Must have a reliable internet connection. * Must have a dedicated workspace free from distractions. Preferred Skills: * Associate's degree in a related field. * Experience with ConnectWise Manage and Automate. * Experience with Microsoft Office 365. * Experience with Windows Server and Active Directory. * Experience with network troubleshooting. * Experience with VoIP systems. Benefits: * Competitive salary * Paid time off * Medical, dental, and vision insurance * 401(k) with company match * Professional development opportunities * Remote work environment