L3 Network Support Engineer (Remote - US Only)

Tier 3 Support Engineer

About

FusionTek is a Managed Service Provider established in 2007, with offices in the greater Seattle area, Washington, DC, and Tampa, FL. Our innovative team is passionate about IT infrastructure management for small- to mid-sized businesses. We are looking for a Tier 3 Support Engineer who embodies our core values: Teamwork, Growth Mindset, Integrity, and Ownership. This fully remote position requires a strong passion for networking, routing, and switching in a fast-paced MSP setting.

Responsibilities

• Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff.
• Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients.
• Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption.
• Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations.
• Maintain impeccable documentation of client networks, configurations, and standard operating procedures (SOPs) to streamline future troubleshooting.

Requirements

• 3–5+ years of hands-on networking + advanced IT support, ideally within a Managed Service Provider (MSP) environment.
• Must reside in Continental United States.
• Must reside in the Central or Pacific Time Zone (CST/PST).
• CompTIA Network+ (Required) and Cisco CCNA or equivalent (Preferred, or earned within 6 months of hire).
• CompTIA Security+, Fortinet NSE4+, SonicWall SNSA.
• Microsoft Azure Administrator (AZ-104) or Microsoft 365 Administrator Expert (MS-102).
• Strong, practical experience with routing & switching, LAN/WAN, VLANs, VPNs, and firewall management (e.g., Fortinet, SonicWall, Cisco, or Meraki).
• Experience with Datto Networking (APs, switches) is a major advantage.
• Demonstrated ability to recover client data during outages and manage high-pressure DR scenarios.
• Hands-on experience with Datto BCDR, Veeam, or Barracuda is a strong plus.
• Deep knowledge of Windows Server, Active Directory, Office/Microsoft 365, and virtualization (VMware / Hyper-V).
• Working knowledge of Microsoft Azure and/or AWS.
• Proven ability to work independently in a 100% remote environment.
• Strong communication, time management, and proactive collaboration skills.
• Ability to explain complex technical concepts to non-technical users with clarity and empathy.
• Exceptional written and verbal communication.