Level 2 Systems Engineer

Position Overview

Are you a tech-savvy problem solver who thrives in dynamic environments?

Our client, Fusion Computing Limited is looking for a driven and confident Level 2 Systems Engineer to join their team! This position is responsible for maintaining the design and integrity of customer’s software systems, coordinating complex projects, and implementing software & hardware solutions, for existing and new customers.

Who we are:

Fusion Computing Limited is a leading Managed Security Services and outsourced IT Operations provider serving organizations across the Greater Toronto and Hamilton Area since 2012. We specialize in Cybersecurity, IT Strategy, Business Continuity, Infrastructure Management, and Technical Support, helping businesses leverage technology to achieve their goals.

Why Join Fusion Computing?

At Fusion Computing, you'll have the opportunity to work with a wide variety of technologies, contribute to meaningful client projects, and grow your career within a respected Managed IT and Cybersecurity organization. We value innovation, accountability, continuous learning, and exceptional client service.

If you're ready to take the next step in your IT career and join a team that values technical excellence and professional growth, we'd love to hear from you.

This posting reflects an active hiring need for an existing vacancy with our client. We use AI-assisted tools to help review resumes and identify potential candidate matches, however all hiring decisions are made by our team and the client directly.

Technical Support & Troubleshooting:

• Provide support for Microsoft core business applications and virtual environments using Microsoft and VMware.
• Assist clients with technical issues involving Microsoft 365, Azure, Security, or Entra, Citrix CCA-V, CCP-V, VMWare VCP-DCV, Cisco CCNA, CCNP Security, Fortinet FCP, SonicWall SNSA, SNSP and Google Workspace
• Deliver network-level support for WAN/LAN connectivity, routers, firewalls, and security systems.
• Respond to escalated support requests and provide timely resolution

What we need from you:

We’re looking for a motivated, skilled, and adaptable IT professional who can thrive in a fast-paced environment. To excel in this role, you'll need to bring:

Systems Engineering & Implementation:

• Design, implement, and support Microsoft and Google Workspace technologies tailored to customer needs.
• Engineer system solutions, including disaster recovery implementations, to optimize business continuity.
• Deploy and maintain remote access solutions such as VPN, Terminal Services, and Citrix.

Consultation & Documentation:

• Conduct system reviews, provide recommendations, and ensure comprehensive system documentation.
• Maintain detailed records of internal processes, customer interactions, and technical procedures.
• Continuously document time, expenses, and project activities in ConnectWise and ERP systems.

Customer Communication & Relationship Management:

• Keep customers informed of incident status, changes, and planned service outages.
• Enhance customer service satisfaction by understanding their business strategies and aligning IT solutions to meet their objectives.

Team Collaboration & Continuous Improvement:

• Work closely with team members to resolve escalated service issues and project challenges.
• Contribute to service improvements, process optimizations, and training initiatives.
• Stay up to date with industry trends by reviewing IT publications and completing assigned training.

Requirements

• Must live within a 25 km radius of Hamilton, ON.
• A BA/BS in computer science or a related field or equivalent experience.
• 7-10 years of experience in IT support either in another MSP, or as a primary IT technician in an organization with a diverse technical stack.
• You have one or more professional IT certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP.
• Excellent communication, active listening, customer care, and telephone skills that enable you to connect effectively with clients and team members in a client-facing, hands-on IT support role.
• The ability to diagnose and resolve technical issues efficiently in an IT support environment.
• A flexible mindset with the ability to manage multiple priorities and adapt to change on the fly.
• A solid understanding of how technology is used to deliver IT services and the ability to match resources to technical challenges. You should also be familiar with the organization's key IT services.
• Knowledge of support tools and techniques, including ConnectWise, along with the ability to quickly and accurately enter service request details.
• Hands-on experience with Microsoft 365, Azure, Entra, VMware, Citrix, Cisco technologies, Fortinet, SonicWall, and Google Workspace.
• Experience supporting clients in regulated environments.
• A driven and proactive approach to work, with the ability to thrive in a dynamic, fast-paced environment.
• Valid G driver’s license with reliable vehicle for periodic client visits.
• Available for after-hours support, on-call coverage, or weekend availability.

Benefits

What we offer:

• Location – Remote with monthly team meetings
• Health & Wellness: Comprehensive health, dental, and vision benefits.
• Incentives: Performance-based rewards and profit-sharing opportunities.
• Growth & Development: Opportunities for industry certifications, training, and exposure to high-profile client projects.
• Team Culture: Be part of an incredible work environment where innovation and collaboration drive success.