Support & Systems Engineer – Level 2 / Level 3
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Job Description
Support & Systems Engineer resolving advanced customer infrastructure issues for Zella Technologies, an MSP, VoIP, and fiber ISP. Managing systems, networks, cloud migrations, cybersecurity, and escalations remotely.
Responsibilities:
- Own, troubleshoot, and resolve escalated Level 2 and Level 3 support tickets across customer environments
- Provide advanced troubleshooting for Windows, Linux, macOS, Windows Server, applications, hardware, storage, authentication, and connectivity
- Administer Active Directory, GPOs, OUs, DNS, DHCP, hybrid identity, Microsoft 365, Exchange Online, Entra ID, Intune, and related identity platforms
- Troubleshoot firewalls, VLANs, VPNs, BGP, switching, routing, enterprise networking equipment, VoIP, SIP, PBX systems, QoS, and telecommunications services
- Perform packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch
- Administer and troubleshoot virtualized and hyper-converged environments including Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox
- Monitor infrastructure, investigate alerts, maintain backup and disaster recovery solutions, perform restorations, and validate recovery readiness
- Investigate security alerts and incidents; apply approved hardening, endpoint protection, MFA, Zero Trust, and remediation procedures
- 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 planning, testing, execution, validation, documentation, and handoff
- Automate administrative and operational tasks using PowerShell, Python, Bash, and other tools
- Maintain technical documentation, SOPs, knowledge-base articles, troubleshooting guides, and customer infrastructure records
- Meet SLAs and KPIs; maintain ticket notes, work logs, customer communications, and resolution details
- Provide technical guidance to Level 1 and junior technicians and contribute to training and process improvements
- Coordinate with customers, vendors, carriers, internal teams, and U.S.-based operations
- Participate in scheduled meetings, on-call rotations, after-hours incident response, and occasional authorized travel to customer or data-center locations
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
- Experience administering or troubleshooting Hyper-V, VMware, or Proxmox
- Familiarity with backup and disaster recovery solutions, including troubleshooting failures and performing restorations
- Understanding of cybersecurity fundamentals, endpoint protection, MFA, access controls, security hardening, and incident response
- Ability to troubleshoot Linux using SSH, command-line utilities, system logs, and service management tools
- Experience independently troubleshooting incidents, performing root-cause analysis, and determining when escalation is required
- Familiarity with RMM, ticketing, and technical documentation platforms
- Understanding of SLAs, incident priorities, change management, and professional IT service delivery
- Ability to create and maintain technical documentation, SOPs, and troubleshooting records
- Experience with technical project execution, infrastructure changes, upgrades, or migrations
- Strong written and verbal communication skills in English
- Ability to work independently in a remote environment and coordinate working hours with U.S.-based operations
- Ability to participate in scheduled meetings and on-call rotations
- Reliable internet connectivity and secure remote-work environment
- Ability to follow 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 distributions, Microsoft 365, networking equipment, VoIP/PBX systems, virtualization, Veeam, automation, migrations, and technical leadership
- Preferred certifications include CompTIA Network+/Security+, Microsoft Azure Administrator Associate, Microsoft 365/Entra, Cisco CCNA, Juniper JNCIA, virtualization, Veeam, and related cybersecurity/networking/Linux/cloud certifications; certifications are not required
Benefits:
- Remote work arrangement
- Assigned on-call rotation compensation/availability for nights, weekends, and critical support incidents
- Opportunities to work with diverse managed IT, telecommunications, cloud, networking, and cybersecurity technologies
- Opportunities to take ownership of complex support incidents and infrastructure/cloud migration projects
- Technical learning, knowledge sharing, and internal training opportunities
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