- Own incidents through to resolution
- Build trusted customer relationships
- Grow into bigger technical delivery
Fusion5 is going beyond with technology — helping businesses transform through business applications, AI, cloud and security. Our Managed Services team keeps customer environments running reliably day in, day out, and we're after a Technical Engineer who takes real ownership of that — from the incident in front of them right through to the customer relationship behind it.
You take full ownership of what's in front of you; seeing issues through to genuine resolution rather than handing them off and managing trade-offs proactively so risk doesn't quietly build up under pressure. You know the difference between a non-negotiable and an acceptable trade-off: firm on security, data integrity and operational soundness, but pragmatic when circumstances genuinely call for it, and able to explain those trade-offs clearly to customers and colleagues alike. What you'll be doing
- Own and resolve incidents, service requests, changes and operational activities within agreed service levels, acting as an escalation point for the Service Desk
- Investigate, diagnose and resolve technical issues across customer environments, escalating to specialist expertise where genuinely needed
- Perform system administration, maintenance, configuration and operational support across managed services platforms
- Perform technical implementation and configuration activities across Microsoft Modern Work and Security solutions, including Microsoft 365, Intune, Entra ID, Defender, Purview and Azure
- Support the delivery of projects, migrations and system enhancements under the guidance of Senior Consultants and Technical Leads
- Support the transition of new and enhanced customer solutions into Managed Services, ensuring operational readiness, documentation, and successful customer handover.
- Collaborate with customers, technical teams, Microsoft, and third-party vendors to resolve complex issues and deliver positive customer outcomes.
- Create and maintain knowledge articles, technical documentation and operational procedures that make life easier for the next person
- Identify opportunities to improve service quality, efficiency and standardisation, and contribute to genuine root-cause analysis rather than quick patches
- Identify opportunities for automation, scripting, and process improvement to enhance service quality, efficiency, and customer experience
- Build trusted customer relationships through responsive, professional, customer-focused service and clear communication
What you bring
You raise concerns early and bring solutions rather than just flagging problems, and you're comfortable using AI tooling like Copilot deliberately and reviewing its output with the same rigour as your own work — staying curious about what's genuinely useful without overstating your confidence in it. You share what you learn generously, because you know that's how a support team actually gets better over time.
- Experience supporting enterprise technology platforms or business applications within a Managed Services, IT Services or Professional Services environment
- Experience supporting Microsoft Modern Work and Security technologies, including Microsoft 365, Intune, Entra ID, Defender, Purview, and Azure within a Managed Services, IT Services, or Professional Services environment
- Strong technical troubleshooting, analytical and problem-solving skills across multiple technologies
- Experience managing incidents, service requests and changes through to resolution within agreed service levels
- Familiarity with IT Service Management practices, including Incident, Request, Change, and Problem Management processes
- Exposure to PowerShell, scripting, or automation technologies, with an interest in improving operational efficiency through automation.
- Exposure to implementing Microsoft Copilot or other AI technologies is a genuine advantage
- Ability to prioritise competing activities and work within operational processes without losing sight of the customer outcome
- A relevant tertiary qualification in Information Technology, Computer Science, Engineering or equivalent experience, plus relevant industry certifications in cloud, infrastructure, networking, systems administration, security or service management
- Microsoft certifications in Modern Work, Identity, Endpoint Management, Security, or Azure technologies will be highly regarded. E.g. MS102, MD102, SC300, SC401
What's in it for you
"Go Beyond" isn't a marketing line at Fusion5, it's the standard we hold ourselves to. In our Managed Services practice, that means taking ownership, building trusted customer relationships, and delivering reliable outcomes every day. You'll work alongside experienced consultants and engineers, supporting a diverse customer base across Microsoft Modern Work and Security technologies while contributing to service improvements, technical delivery, and long-term customer success.
- Collaborative, supportive culture where people enjoy working together
- Flexible work arrangements and a genuine focus on work-life balance
- Birthday leave, volunteer days, and regular social events
- Opportunities to keep developing your capability across modern work and security platforms
If you're energetic, enthusiastic, and ready to make a real impact, you'll find a welcoming team and an environment where your contributions are valued. Join Fusion5 and help shape the future of our mid-market growth, apply today and take the next step in your career with us.
About Fusion5
Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. When it comes to technology, there is no such thing as 'one size fits all'. We ensure our customers are offered a choice when it comes to their technology solutions.
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it’s essential to provide a workplace where our people are engaged, challenged, successful and happy, and we’ve created just that! Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality.
