About Us

At FusionRed, we’ve proudly supported businesses across Western Sydney since 2006, delivering trusted Managed IT Services focused on cybersecurity, cloud solutions, and expert IT support.

We’re more than just IT — we’re partners in our clients' success. We’re looking for a Senior Service Desk Engineer to join our growing team and help us continue delivering an exceptional client experience, while demonstrating our values: We First, Be Accountable, Exceed Expectations, and Listen, Understand, Communicate.

About the Role

This senior-level role is suited for an experienced Level 2 or early Level 3 Engineer. You’ll be the bridge between our Service Desk and escalated client issues, providing expert support across cloud, network, and Microsoft technologies while maintaining strong client relationships.

RESPONSIBILITIES & TASKS

Technical Support

Deliver technical services and support across WAN/LAN connectivity, routers, firewalls, and network security.

Manage internal systems, cloud, and network infrastructure.

Support Microsoft technologies: Windows Server, Microsoft 365, SQL, SharePoint, Active Directory.

Work with virtualisation technologies (VMware, Microsoft Hyper-V).

Perform effective provisioning, installation, configuration, operation, and maintenance of hardware/software.

Provide support, maintenance and administration for Endpoints, Endpoint Security

Administration and Monitoring across our Security Platforms (Sophos, Datto, Barracuda), proactively ensuring our clients are protected and ensuring continuous protection

Maintenance and Documentation

Maintain operational and configuration documentation.

Apply planned change control procedures.

Support upgrades and implementation of new software releases.

Customer Support and Communication

Communicate technical concepts clearly and in plain English.

Contribute to continuous improvement of service standards and procedures.

Deliver a consistent, professional, client-first experience.

Team Work and Communication

Foster open and honest communication within the team.

Uphold FusionRed’s values in every client and team interaction.

Provide additional support across the wider team when needed.

REQUIREMENTS

Minimum 3 years experience in a similar Service Desk / IT Support role.

Proficiency with Microsoft Entra ID and Active Directory administration.

Strong understanding of Microsoft 365, Windows Server, and networking fundamentals.

Advanced troubleshooting skills across end-user hardware, software, and network systems.

Experience configuring and managing firewalls, routing, and switching devices.

Familiarity with cloud tenancy management.

Excellent communication and client service skills.

Driver's license and own car

PREFERED

Experience with RMM, PSA, or ticketing systems (e.g., Autotask, ConnectWise).

Professional certifications such as Microsoft MCP, MCSA, and MCSE.

Experience in Managed Services or IT Service Providers.

Client service certifications (e.g., Helpdesk Habits).

Why Join FusionRed?

Supportive, growth-focused culture

Security-first mindset

Opportunity to work on exciting projects across cybersecurity and cloud services

Competitive salary package, based on experience

Work closely with a passionate, friendly, and expert team.

Ready to join us?

Apply with your resume and cover letter.
Please include your salary expectations to help us move through the process efficiently