About Us

FusionRed is a managed IT and security services provider helping businesses get more from their technology. We deliver managed IT support, cybersecurity, cloud and Microsoft 365 services, internet and voice, and go beyond day-to-day support with strategic advisory, vCIO services, workshops and business transformation, acting as a long-term technology partner rather than a reactive help desk.

Our clients are primarily privately owned, owner-led businesses in and around Greater Western Sydney that do not have a substantial in-house IT team. They span industries such as transport, storage, manufacturing and disability services, and rely on us to keep their people productive, their data secure and their technology aligned with their business goals.

Role Purpose:

The Field Service Technician is the face of our business at client sites, providing on-site and remote technical support and ensuring timely resolution of hardware, software, and network issues.

This role is critical for maintaining client satisfaction and minimising downtime through proactive maintenance and responsive troubleshooting.

Key Responsibilities

- Deliver in office technical support for desktops, laptops, printers, and network devices, engaging directly with client staff to understand the issue and confirm it is resolved.

- Perform hardware installations, upgrades, and repairs.

- Configure and troubleshoot operating systems (Windows, macOS) and Microsoft 365 applications.

- Manage device enrollment and compliance via Intune or similar MDM platforms.

- Diagnose and resolve network connectivity issues (TCP/IP, DNS, DHCP).

- Maintain accurate documentation of service activities in the ticketing system and knowledge base (ITGlue).

- Participate in after-hours on-call roster as required.

- Ensure adherence to SLAs and escalate issues when necessary.





- Provide exceptional customer service and maintain solid client relationships.

- Proactively identify opportunities for upgrades, replacements, and new sales, and discuss them with clients and the relevant internal team.

- Identify, document, and escalate security risks (i.e. network, user, and information), and advise clients on practical ways to reduce them.

Required Skills & Qualifications

- Proven experience in field support or IT service roles.

- Strong knowledge of Windows OS, macOS, Microsoft 365, and basic networking, with an awareness of cybersecurity fundamentals such as MFA, patching, and endpoint protection.

- Familiarity with remote management tools and ticketing systems.

- Excellent troubleshooting and problem-solving skills.

- Confident, friendly communicator who builds rapport with clients, explains technical issues in plain language, and is comfortable speaking up, asking questions, and escalating.

- Valid driver’s license and willingness to travel to client sites. (with car allowance)

- Desirable: relevant certifications such as Microsoft 365 or Intune administration (e.g. MD-102) and CompTIA A+ or Network+, experience with ITGlue or similar documentation platforms, and a demonstrated record of positive client feedback.

KPIs

- First-Time Fix Rate: Target ≥ 85% of issues resolved during the first visit.

- Average Response Time: Target: respond to onsite service requests within 4 business hours.

- SLA Compliance: Target ≥ 95% of tickets closed within agreed SLA timelines.

- Customer Satisfaction Score (CSAT): Target: maintain an average CSAT of 4.5/5 or higher.

- Documentation Accuracy: Target 100% of service activities logged in the system within one business day.

- Preventive Maintenance Completion: Target complete scheduled maintenance visits on time for all assigned clients

📌 Field Service Technician (Saint Marys)
🏢 FusionRed
📍 Saint Marys