Support Engineer Level 2

2 weeks ago

Hamilton, Canada Workz Recruiting Full time

Position Overview

Are you a tech-savvy problem solver who thrives in dynamic environments?


Our client, Fusion Computing Limited is looking for a driven and confident Level 2 Support Engineer to join their team This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software & hardware solutions, for existing and new customers.

If you're passionate about technology, have a knack for solving complex technical challenges, and want to grow your career with hands-on experience, this role is for you


**** Seeking applicants residing within a 25 km radius of Downtown Hamilton, ON to ensure prompt service to our clients. ****


Who we are:

Fusion Computing Limited, is a leading Managed Security Services and outsourced IT Operations provider servicing the GTHA since 2012. Fusion focuses on ownership and management of Cyber-Security, IT Strategy, Business Continuity, and Support through the business technology stack.


What we offer:


Competitive Salary: Starting at $70,000+ based on experience, skills and certifications

Location – Remote with commute to clients for troubleshooting and periodic meetings

(Need to reside within a 25 km radius to downtown Hamilton ON, to ensure prompt service to our clients and attend monthly meetings.

Health & Wellness: Comprehensive health, dental, and vision benefits.

Incentives: Performance: based rewards and profit-sharing opportunities.

Growth & Development: Opportunities for industry certifications, training, and exposure to high-profile client projects.

Team Culture: Be part of an incredible work environment where innovation and collaboration drive success.


What we need from you:

We’re looking for a motivated, skilled, and adaptable IT professional who can thrive in a fast-paced environment. To excel in this role, you'll need to bring:


  • Location: Must live within a 25 km radius of Hamilton, ON to ensure prompt service to our clients.
  • Education - A BA/BS in computer science or a related field or equivalent experience.
  • Relevant Experience: 7- 10 years of experience in IT support either in another MSP, or as a primary IT technician in an organization with a diverse technical stack. or a related field.
  • Relevant Certifications: You have one or more professional IT certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
  • Strong Interpersonal Skills: Excellent communication, active listening, customer care, and telephone skills that enable you to connect effectively with clients and team members.
  • Technical Diagnostic Expertise: The ability to diagnose and resolve technical issues efficiently.
  • Adaptability & Multi-tasking: A flexible mindset with the ability to manage multiple priorities and adapt to change on the fly.
  • Technical Awareness & Service Orientation: A solid understanding of how technology is used to deliver IT services and the ability to match resources to technical challenges. You should also be familiar with the organization's key IT services.
  • Proficiency with Support Tools: Knowledge of support tools and techniques, along with the ability to quickly and accurately enter service request details.
  • Self-Motivation: A driven and proactive approach to work, with the ability to thrive in a dynamic, fast-paced environment.
  • License: Valid G driver’s license for periodic client visits.


What you will do:

As part of our team, you will play a crucial role in providing top-tier IT support and solutions. Your key responsibilities will include:


Technical Support & Troubleshooting:

  • Provide support for Microsoft core business applications and virtual environments using Microsoft and VMware.
  • Assist clients with technical issues involving Windows Server, Exchange, SQL, SharePoint, Teams, PowerBI, Office365, and GSuite solutions.
  • Deliver network-level support for WAN/LAN connectivity, routers, firewalls, and security systems.


Systems Engineering & Implementation:

  • Design, implement, and support Microsoft and GSuite technologies tailored to customer needs.
  • Engineer system solutions, including disaster recovery implementations, to optimize business continuity.
  • Deploy and maintain remote access solutions such as VPN, Terminal Services, and Citrix.


Consultation & Documentation:

  • Conduct system reviews, provide recommendations, and ensure comprehensive system documentation.
  • Maintain detailed records of internal processes, customer interactions, and technical procedures.
  • Continuously document time, expenses, and project activities in ConnectWise and ERP systems.


Customer Communication & Relationship Management:

  • Keep customers informed of incident status, changes, and planned service outages.
  • Enhance customer service satisfaction by understanding their business strategies and aligning IT solutions to meet their objectives.


Team Collaboration & Continuous Improvement:

  • Work closely with team members to resolve escalated service issues and project challenges.
  • Contribute to service improvements, process optimizations, and training initiatives.
  • Stay up to date with industry trends by reviewing IT publications and completing assigned training.

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