Careers
We’ll be honest. We’re picky. Very picky. Our reputation and the success of our clients’ businesses rests on our people and only the most enthusiastic and ambitious candidates make it through our selection processes.
Our company culture defines us, it sets out how we do business, how we interacts with one another and how our team interacts with the outside world, specifically our customers, employees, partners, suppliers, media and all other stakeholders.
Here’s what some of our staff members say about our culture:
“Fusion has a better culture than anywhere I have worked previously”
“You can tell how much people care about not just the business but about everybody as an individual and you can see how it just wants to get the best out of everybody and wants everyone to feel happy”
We highly value our people and we are extremely proud of the culture that we have created.
We are always keen to hear from talented individuals that support our future growth plans.
Speculative CV’s can be submitted to [email protected] with a covering letter outlining what you are looking for.
Current Vacancies
Please scroll through our current vacancy below and apply to [email protected] with a CV and covering letter.
Service Desk Team Leader
Main purpose of the job
As Service Desk Team Leader, you will take the lead on troubleshooting and resolving complicated technical issues that have been escalated by 1st and 2nd Line Engineers, as well as supervise the team, while providing excellent customer service to clients throughout.
Key Tasks and Responsibilities
- Manage the day to day function of the helpdesk, ensuring the team are performing to the best of their ability and within KPIs/SLAs
- Responsible for troubleshooting any technical issues that have been escalated through the helpdesk
- Act as troubleshooting lead for high level technical issues, high priority tickets and MSO’s
- Visiting client sites as and when required
- Manage own time effectively and ensure all time spent on client jobs is logged
- Ability to report at all levels in the chain of command
- See Technical Escalations through from beginning to end
- Escalating tickets that need 3rd line resource into 3rd line queue and resolving
- Escalating tickets to Ops team in good time where required to ensure satisfactory resolution
- Maintaining the 3rd line and escalations queue to resolve issues as quickly as possible
- Logging troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completed
- Communicate accurately and within good time both internally and externally
- Flag areas of risk / improvement within the firm if identified
- Train other members of the team in all things technical
- Provide out of hours technical support to clients (typically 1 in 4 weekends)
Personal and Team Responsibilities
- Strong ‘lead from the front’ mentality
- Able to motivate, and drive the team to be the best they can be
- Excellent time management and communication skills
- Follow the helpdesk process and set an example for other employees
- Be approachable – ensure employees feel comfortable to ask for assistance
- You should always be thinking long term fixes and not short term.
- Excellent troubleshooting and triage skills
- Follow the helpdesk process and set an example for other employees
- Be approachable – ensure employees feel comfortable to ask for assistance
- You should always be thinking long term fixes and not short term.
- Excellent troubleshooting and triage skills.
Technical Experience
Must Have:
- Strong all-round troubleshooting methodology and mindset
- Expert, hands-on networking troubleshooting experience
- Cloud technologies and concepts (1. RDS 2. Azure 3. Citrix)
- Administration and setup of Windows Server 2012/2016/2019/2022:
- Active Directory
- Group Policy
- File shares and permissions
- DNS
- DHCP
- Desktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)
- Wifi Solutions (Ubiquiti preferred)
- Exchange and 365 tenant administration
Desirable:
- Hands-on experience with Virtualisation technologies including the setup and maintenance of Windows VMs (VMWare, Hyper-V)
- Experience of storage concepts, SAN, NAS.