Service Desk Technician

Fuse Networks is seeking a Technical Support Engineer to join our team!

Role Summary:

We are looking for someone to join our Amazing Support team. As The Technical Support Engineer you will be responsible for handling first and second level service requests.  This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Who we are:

Fuse Networks has been providing professional IT Support for businesses in and around the Pacific Northwest since 2009. We strive to give our clients Enterprise-level IT services and solutions at prices that work for small businesses. Time and experience has enabled us to build a proactive approach that aligns Technology, People, and Process to deliver on our promise to our clients. 

Employee Perks:

• 100% Employee paid Medical, Dental, Vision with Life Insurance
• 401K with 4% Company match
• 8 Paid Holidays with Unlimited PTO
• Hybrid work from home after probationary period
• Training and Certification Reimburstments for approved courses 

Essential Duties and Responsibilities:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
• Support for Microsoft 365 and Office 365 services
• Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Intermediate remote access solution implementation and support: VPN and Remote Desktop Services
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review within internal systems.
• Communication with customers as required: keeping them informed of incident progress, notifying them of progress and final ticket completion. 

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Document technical information through diagrams and knowledge base articles 
• Work with the Service Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Escalate service requests that require higher level support
• Responsible for entering time and expenses in ticketing system as they occur
• Understand processes for service escalations, inventory management, and shipping.

Knowledge, Skills, and/or Abilities Required:

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Foundational understanding of the ITIL Framework as it relates to service and change managment.
• Self-motivated with the ability to work in a fast moving environment

Additional Requirements

• Ability to pass a background check
• Valid Drivers license