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 got 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 two current vacancies below and apply to [email protected] with a CV and covering letter.
2nd Line IT Engineer
Main purpose of the job
To provide excellent customer focused technical support to clients, assisting with a range of hardware and software problems via telephone and email. You will be expected to assist 1st Line Engineers with more complex user problems and have the foresight to know when user problems require escalation.
Key Tasks and Responsibilities
- Provide remote 2nd line technical support; answering support queries via telephone or email to meet the agreed SLAs
- Predominantly work on client workstation related problems and server related issues
- Identify when problems may be organisation wide and know when to escalate
- Maintain a high degree of customer service at all times for all support queries and adhere to all internal processes for Fusion and our clients
- Take ownership of user problems and be proactive when dealing with the issue and ensure the client is kept up to date if their case in on going
- Log all calls accurately in the helpdesk system and maintain full documentation allowing others to pick up if necessary
- Respond positively to all enquiries from clients and help them resolve any problems efficiently and accurately
- Liaise with third parties as necessary to resolve any issues as they arise
- Visit client sites as required
Personal and Team Responsibilities
- Experience in an IT helpdesk or similar role (ideally 18 months+)
- Excellent telephone manner and face to face communication skills
- Good knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 7/Windows 10)
- Good knowledge of internet technologies, VOIP
- General understanding of networking and hardware
- Thorough understanding of PC hardware set-up and configuration
- Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
- Experience with Active Directory
- Manage your job queue, prioritising and escalating as necessary
- GCSE’s grade A – C in English and Maths (or equivalent)
- Willingness to develop your knowledge so that it benefits you and the business
**Closing date 08/03/2024
3rd Line Engineer
Main purpose of the job
Troubleshoot and resolve complicated technical issues that have been escalated to from 1st and 2nd Line Engineers, while providing excellent customer service to clients throughout.
Key Tasks and Responsibilities
- 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
- Visit client’s 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 3 weekends)
Personal and Team Responsibilities
- 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.
Technical Experience
- Desktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)
- Administration and setup of Windows Server 2012/2016/2019/2022
- Virtualization technologies (VMWare, Hyper-V)
- Cloud technologies and concepts (Azure, RDS, Citrix)
- High-level networking, routing and firewalls (Sophos preferential but not essential)
- Wifi Solutions (Ubiquiti Desirable)
- Exchange and 365 tenant administration
- Printer setup and administration
- VOIP Technologies
- Automation – PowerShell or other (desirable)