Remote Critical Response Manager
Salary undisclosed
Checking job availability...
Original
Simplified
FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. 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:
Support outside of regular hours and on weekends may be needed occasionally.
Your responsibilities encompass the following tasks:
Education
At FusionTek, we truly believe that our people are our most valuable asset, which is why we're excited to provide:
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 do the right thing with an honest and transparent approach that always puts our clients first
- We take ownership of our work, always seeing it through to completion
Support outside of regular hours and on weekends may be needed occasionally.
Your responsibilities encompass the following tasks:
- Rapidly assess and respond to Critical and High-priority tickets, ensuring minimal disruption to client operation.
- Act as the primary point of contact, providing timely and consistent updates to clients and internal teams throughout the ticket lifecycle
- As necessary, partner with our Technical Support Team, Centralized Services, Account Management and Leadership to drive resolution
- Create and implement a standardized Root Cause Analysis (RCA) process for post-mortem evaluations of incidents and provide to key stakeholders as needed
- Maintain accurate records of tickets, resolutions, and RCA findings in the ticketing system
- Create/Update Documentation on resolution handling for specific event types (for staff training)
- Analyze incident trends and provide recommendations for improvements to reduce future Critical and High-priority tickets
- Drive improvements in the incident handling process that result in reduced response and resolution times and increase in client CSAT scores
- Weekly reporting on ticket trends and metrics to the CEO
Education
- High School Diploma required, Bachelor's Degree in Computer Science preferred
- 5+ years technical support experience in an MSP Environment
- Demonstrated ability to lead multiple incidents concurrently
- Strong knowledge of desktop and server operating systems
- Strong knowledge of networking concepts (IP addressing, DNS, DHCP, VPN, VLANs, firewalls)
- O365, Azure, Azure AD, Intune
- Familiarity with ITIL frameworks and service management best practices
- Experience with Remote Monitoring & Management (RMM) tools. (Datto RMM a Plus)
- Experience with Autotask PSA a Plus
- COMP TIA A+ and Net+ Certification is a Plus
- Microsoft 365 Certified: Administrator Expert (MS-102) is a Plus
- Microsoft Certified: Azure Solutions Architect Expert (AZ-305) is a Plus
- Able to work independently and as part of a team
- Exceptional written and oral communication skills required
- Self-motivated; great communicator, client advocate
At FusionTek, we truly believe that our people are our most valuable asset, which is why we're excited to provide:
- Salary range - $90,000 - $110,000
- Competitive pay with quarterly bonus eligibility
- Coverage for 90% of your medical, dental, and vision insurance expenses
- 401(k) plan with 4% company matching and immediate vesting
- Eight paid holidays and 18 days of PTO in year one
- Educational reimbursement for certification tests and company supplied training resources
- Fun team events