Remote Critical Response Manager

3 days ago

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

+1 more states

🐊 Florida – Remote ☕ Washington – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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FusionTek

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FusionTek is a company that specializes in providing comprehensive IT solutions for small and medium-sized businesses. Founded in 2007, FusionTek offers a range of services including managed IT services, co-managed IT services, cloud solutions, and IT consulting. The company is known for its solutions in network security services, ransomware protection, and business continuity planning. FusionTek also provides hardware as a service, VOIP phone systems, and email & spam protection. With a focus on industries such as accounting, architecture, construction, healthcare, legal, and non-profits, FusionTek is dedicated to helping businesses achieve greater success through advanced technology solutions.

Secure Cloud Services • Managed Services • Unified Communications

11 - 50 employees

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

📋 Description

• 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: • 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. • We are seeking a highly skilled Critical Response Manager to join our team. • In this role, you will help develop and lead the strategy and process on how we drive critical tickets to resolution. • You will leverage your technical expertise to assess issues, communicate with key stakeholders, and ensure rapid resolution. • Your goal is to minimize the impact critical tickets have on our client’s business while ensuring that FusionTek meets SLAs for both Response and Resolution Time. • This role demands a professional with a deep technical support background, excellent troubleshooting skills, and a proactive approach to managing high-stakes situations. • Support outside of regular hours and on weekends may be needed occasionally.

🎯 Requirements

• Education • High School Diploma required, Bachelor’s Degree in Computer Science preferred. • Technical Skills • 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 • Other Skills & Abilities • Able to work independently and as part of a team • Exceptional written and oral communication skills required • Self-motivated; great communicator, client advocate

🏖️ Benefits

• 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