Support & Systems Engineer – Level 2 / Level 3
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Job Description
Remote Level 2/3 engineer resolving complex systems, network, VoIP, cloud, and cybersecurity issues for Zella Technologies’ business customers. Leading migrations, infrastructure improvements, automation, and technical escalations.
Responsibilities:
- Own, troubleshoot, and resolve escalated Level 2 and Level 3 support tickets across customer environments
- Provide advanced troubleshooting for Windows, Linux, and macOS operating systems
- Administer and troubleshoot Windows Server, Active Directory, GPOs, OUs, DNS, DHCP, and hybrid Active Directory
- Diagnose complex issues involving operating systems, applications, services, hardware, storage, authentication, and network connectivity
- Perform root-cause analysis and implement approved corrective actions
- Troubleshoot firewalls, VLANs, VPNs, BGP, DHCP, DNS, switching, routing, and enterprise networking equipment
- Diagnose VoIP issues involving SIP, PBX systems, Asterisk, FreePBX, 3CX, Kazoo, QoS, and connectivity
- Perform packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch
- Administer and troubleshoot Microsoft 365, Exchange Online, Entra ID, Intune, identity platforms, and Zero Trust access solutions
- Administer Windows Server and Linux systems and monitor infrastructure health
- Maintain and troubleshoot Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox environments
- Perform approved maintenance, patching, upgrades, configuration changes, and infrastructure improvements
- Maintain technical documentation of systems, configurations, dependencies, and changes
- Support Microsoft 365, hybrid identity, MFA, Conditional Access, licensing, mail flow, permissions, and device management
- Assist with cloud administration, infrastructure deployment, performance troubleshooting, and optimization
- Troubleshoot VoIP services, SIP trunks, hosted PBX systems, telecommunications infrastructure, and call-quality issues
- Coordinate with carriers, vendors, customers, and senior engineering resources
- Monitor RMM, network, backup, and infrastructure alerts and perform remediation
- Maintain and troubleshoot Veeam and other backup/disaster recovery solutions
- Perform backup restorations and recovery testing and assist with disaster recovery procedures
- Implement security hardening, endpoint protection, MFA, Zero Trust, and compliance practices
- Investigate security alerts, suspicious activity, authentication anomalies, and cybersecurity incidents
- Assist with incident containment, remediation, recovery, and documentation
- Plan and execute cloud, infrastructure, and identity migrations, including Google Workspace to Microsoft 365 and Active Directory to Entra ID
- Own assigned migration projects from discovery through completion, including scope, plans, risks, dependencies, rollback, validation, and handoff
- Execute migrations with minimal downtime and communicate with stakeholders
- Automate administrative and operational tasks using PowerShell, Python, Bash, and other tools
- Create and maintain scripts for administration, monitoring, troubleshooting, deployment, and efficiency
- Create and update SOPs, knowledge base articles, troubleshooting guides, and training materials in ITGlue, Hudu, Confluence, and internal Wiki systems
- Meet SLAs, response times, resolution expectations, KPIs, documentation standards, and operational commitments
- Maintain ticket notes, work logs, time entries, customer communications, and resolution details
- Provide technical guidance to Level 1 technicians and support team members
- Assist junior technicians with troubleshooting, diagnostics, documentation, and development
- Collaborate with engineering, support, management, customers, and internal teams
- Work remotely during assigned hours, coordinate with U.S.-based operations, attend meetings, and participate in on-call rotation
- Respond to after-hours incidents and maintain a secure, professional remote working environment
- Occasionally travel to customer locations, data centers, or other designated locations when required and authorized
Requirements:
- Strong hands-on experience providing Level 2 and/or Level 3 technical support in an MSP, ISP, enterprise IT, or similar business technology environment
- Advanced troubleshooting skills across Windows, Windows Server, Linux, and common business applications
- Experience administering and troubleshooting Active Directory, Group Policy, DNS, DHCP, user permissions, and Windows domain environments
- Experience with Microsoft 365, Exchange Online, Entra ID, and identity management technologies
- Strong understanding of TCP/IP, subnetting, VLANs, routing, switching, DNS, DHCP, VPNs, and firewall technologies
- Ability to investigate complex network connectivity and performance issues using appropriate diagnostic tools
- Experience administering or troubleshooting virtualized environments such as Hyper-V, VMware, or Proxmox
- Familiarity with backup and disaster recovery solutions, including troubleshooting backup failures and performing restorations
- Understanding of cybersecurity fundamentals, including endpoint protection, MFA, access controls, security hardening, and incident response procedures
- Ability to troubleshoot Linux systems using SSH, command-line utilities, system logs, and service management tools
- Experience troubleshooting technical incidents independently and determining when escalation or additional assistance is required
- Ability to perform root-cause analysis and recommend or implement appropriate corrective actions
- Familiarity with RMM, ticketing, and technical documentation platforms
- Understanding of SLAs, incident priorities, change management, and professional IT service delivery practices
- Ability to create and maintain accurate technical documentation, SOPs, and troubleshooting records
- Experience with technical project execution, infrastructure changes, system upgrades, or migrations
- Strong written and verbal communication skills in English
- Ability to communicate complex technical concepts clearly to technical and nontechnical audiences
- Strong organizational skills, attention to detail, and ability to manage multiple priorities
- Ability to work independently in a remote environment while maintaining accountability, responsiveness, and consistent communication
- Ability to coordinate working hours with U.S.-based operations and participate in scheduled meetings and on-call rotations
- Reliable internet connectivity and an appropriate environment for secure remote work
- Ability to follow established security policies, change management procedures, and customer data protection requirements
- Preferred: 3–5+ years of relevant experience
- Preferred: Experience with MSPs, advanced Windows Server, Linux, Microsoft 365, networking equipment, VoIP, virtualization, Veeam, automation, migrations, and technical leadership
- Preferred certifications include CompTIA Network+ or Security+, Microsoft Azure Administrator Associate, Microsoft 365 or Entra certifications, Cisco CCNA or Juniper JNCIA, virtualization certifications, Veeam certifications, and relevant cybersecurity, networking, Linux, or cloud certifications
- Ability to work full-time remotely, coordinate with U.S.-based operations, attend scheduled meetings, participate in after-hours/on-call rotations, maintain confidentiality, and occasionally travel
Benefits:
- Remote work arrangement
- Full-time employment
- Assigned on-call rotation compensation not specified
- Opportunities to work with diverse managed IT, telecommunications, cloud, networking, and cybersecurity technologies
- Opportunities to own complex support incidents and participate in infrastructure and cloud migration projects
- Opportunities to contribute to technical improvements and work alongside experienced engineers
- Professional development through technical knowledge sharing, internal training, and exposure to new technologies
- Occasional travel to customer locations, data centers, or other designated locations when required and authorized
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