Support & Systems Engineer (Level 2 Level 3)

This is a remote position.

Zella Technologies is a Managed Services Provider (MSP) VoIP Provider and Fiber Internet Service Provider (ISP) delivering cutting-edge technology solutions to businesses. Our services include managed IT support network infrastructure cybersecurity VoIP systems cloud platforms and fiber internet connectivity.

We support a wide range of business technology environments and pride ourselves on delivering reliable solutions responsive technical support and exceptional customer service.

We are expanding our team and looking for an experienced dependable and hands-on Support & Systems Engineer (Level 2 / Level 3) to support our customers technical operations and infrastructure.

This is a remote hands-on engineering position combining advanced technical support systems administration network and telecommunications troubleshooting cloud and identity management infrastructure projects and technical leadership.

The engineer will independently own and resolve Level 2 and Level 3 support tickets investigate complex technical problems lead assigned infrastructure and cloud migrations maintain service quality and help improve support operations.

This role requires strong troubleshooting skills across Windows Linux networking VoIP cybersecurity automation virtualization cloud platforms and identity systems.

The ideal candidate has substantial hands-on experience supporting business technology environments can work independently communicates effectively with customers and internal teams and takes ownership of technical issues through resolution.

Because Zella supports customers and infrastructure across multiple locations this position requires the ability to coordinate working hours with U.S.-based operations participate in scheduled meetings and support an assigned on-call rotation.

This is not a traditional Level 1 help desk position. The engineer is expected to investigate complex issues make sound technical decisions execute approved infrastructure changes and contribute to the reliability and improvement of customer environments.

• Independently 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 environments including Active Directory Group Policy Objects (GPOs) Organizational Units (OUs) DNS DHCP and hybrid Active Directory configurations.
  
• Diagnose complex system issues involving operating systems applications services hardware storage authentication and network connectivity.
  
• Perform root-cause analysis of recurring technical problems and implement approved corrective actions.
  
• Troubleshoot complex networking issues involving firewalls VLANs VPNs BGP DHCP DNS switching and routing.
  
• Configure maintain and troubleshoot MikroTik Juniper and other enterprise networking equipment.
  
• Diagnose and resolve VoIP issues involving SIP PBX systems Asterisk FreePBX 3CX Kazoo QoS and network connectivity.
  
• Perform packet capture and traffic analysis using tools such as Wireshark tcpdump and MikroTik Torch.
  
• Troubleshoot Microsoft 365 Exchange Online Entra ID Intune and identity management platforms including Okta and Zero Trust access solutions.
  
• Investigate complex or recurring incidents and coordinate with vendors carriers customers and internal teams as necessary.
  
• Escalate issues requiring specialized expertise while maintaining ownership of communication documentation and follow-through.
  

• Administer maintain and troubleshoot Windows Server and Linux systems across customer and internal infrastructure.
  
• Monitor and investigate system performance operating system events resource utilization services and infrastructure health.
  
• Maintain and troubleshoot virtualized and hyper-converged environments including Hyper-V VMware StarWind TrueNAS Scale and Proxmox.
  
• Diagnose issues involving virtual machines hypervisors virtual networking storage replication and related infrastructure components.
  
• Perform approved system maintenance patching upgrades configuration changes and infrastructure improvements.
  
• Identify infrastructure risks capacity limitations recurring failures and opportunities for improved reliability.
  
• Plan and execute infrastructure changes using documented procedures appropriate testing and rollback strategies.
  
• Maintain accurate technical documentation of systems configurations dependencies and changes.
  

• Administer and troubleshoot Microsoft 365 environments including Exchange Online OneDrive SharePoint Teams and related services.
  
• Support Microsoft Entra ID Intune hybrid identity environments MFA Conditional Access and identity management platforms.
  
• Diagnose authentication synchronization licensing mail flow permissions and device management issues.
  
• Configure and maintain approved identity access management and Zero Trust security controls.
  
• Assist with cloud platform administration infrastructure deployment performance troubleshooting and optimization.
  
• Identify and implement approved improvements to cloud configurations reliability security and operational efficiency.
  

• Troubleshoot customer VoIP services SIP trunks hosted PBX systems and related telecommunications infrastructure.
  
• Diagnose SIP signaling registration call routing call quality one-way audio RTP NAT firewall and QoS issues.
  
• Investigate service interruptions and connectivity issues involving customer networks internet services and telecommunications providers.
  
• Analyze packet captures system logs and service diagnostics to identify the source of voice and network problems.
  
• Support troubleshooting and maintenance of enterprise routers switches firewalls VPNs and network connectivity services.
  
• Coordinate with carriers vendors and senior engineering resources when resolving complex service incidents.
  
• Assist with approved network and telecommunications deployments configuration changes upgrades and migrations.
  

• Monitor and investigate escalated alerts from remote monitoring and management (RMM) network monitoring backup and infrastructure monitoring systems.
  
• Diagnose server endpoint network security and infrastructure alerts and implement appropriate remediation.
  
• Investigate recurring alerts and system issues to identify underlying causes and reduce unnecessary operational noise.
  
• Maintain and troubleshoot backup and disaster recovery solutions including Veeam and other supported platforms.
  
• Investigate backup failures repository issues backup infrastructure problems and recovery-related incidents.
  
• Perform and validate approved backup restorations and recovery testing.
  
• Assist with developing maintaining and executing disaster recovery procedures.
  
• Validate the recoverability of protected systems and escalate issues affecting backup integrity or recovery readiness.
  
• Identify opportunities to improve monitoring coverage alert quality backup reliability and system availability.
  

• Implement and maintain approved security hardening endpoint protection MFA Zero Trust and compliance best practices.
  
• Troubleshoot endpoint detection and response (EDR) antivirus access control and other managed security solutions.
  
• Investigate suspicious activity security alerts authentication anomalies and potential cybersecurity incidents.
  
• Assist with security incident identification containment remediation recovery and documentation according to established procedures.
  
• Review relevant system logs security alerts and technical evidence to determine incident scope and appropriate next steps.
  
• Apply approved security configurations patches and remediation procedures.
  
• Recognize security risks associated with system changes and follow appropriate change management and authorization procedures.
  
• Coordinate with internal teams and specialized security resources when advanced investigation or escalation is required.
  

• Plan and execute cloud infrastructure and identity migrations including Google Workspace to Microsoft 365 Active Directory to Entra ID and hybrid identity environments.
  
• Perform migrations involving Exchange Online OneDrive SharePoint user accounts authentication and related business systems.
  
• Serve as the technical owner for assigned infrastructure and cloud migration projects from discovery through completion.
  
• Define project scope technical requirements timelines risks dependencies and success criteria.
  
• Build detailed project plans including milestones dependencies rollback strategies and validation steps.
  
• Perform discovery and assess existing infrastructure applications configurations integrations and customer requirements.
  
• Execute migrations with minimal downtime and clear communication to stakeholders.
  
• Coordinate with customers before during and after migrations to establish expectations and provide progress updates.
  
• Perform post-migration validation troubleshooting documentation and optimization.
  
• Ensure completed projects include accurate documentation configuration records and operational handoff.
  
• Identify and communicate technical risks unexpected dependencies or project blockers requiring escalation.
  

• Automate repetitive tasks using PowerShell Python Bash and other appropriate tools.
  
• Develop troubleshoot and maintain scripts used for administration monitoring troubleshooting deployment and operational efficiency.
  
• Identify inefficient or repetitive support processes and recommend improvements.
  
• Implement approved automation to reduce manual work improve consistency and minimize human error.
  
• Follow company security testing change management and documentation requirements when implementing automation.
  
• Collaborate with other technical team members to improve service delivery and operational workflows.
  

• Maintain and improve technical documentation within ITGlue Hudu Confluence and internal Wiki systems.
  
• Create and update Standard Operating Procedures (SOPs) knowledge base articles troubleshooting guides and internal training materials.
  
• Maintain accurate records of customer infrastructure network configurations systems credentials references and service dependencies using approved documentation platforms.
  
• Meet established weekly documentation expectations to ensure systems processes configurations and resolutions are consistently documented.
  
• Document troubleshooting findings root causes corrective actions system changes migrations and recovery procedures.
  
• Ensure documentation is clear accurate current and usable by other technical team members.
  
• Identify documentation gaps and contribute to improvements in technical processes and knowledge sharing.
  

• Ensure assigned tickets and technical work meet established service level agreements (SLAs) response times and resolution expectations.
  
• Track and maintain performance against applicable KPIs related to support migrations documentation and service delivery.
  
• Prioritize work based on urgency business impact customer requirements and operational commitments.
  
• Maintain accurate ticket notes work logs time entries customer communications and resolution details.
  
• Communicate ticket status technical findings service interruptions and expected next steps to customers and internal teams.
  
• Coordinate complex incidents escalations and technical activities with other engineers and support staff.
  
• Identify recurring service issues operational bottlenecks and opportunities to improve response and resolution performance.
  
• Contribute to support process improvements consistent service delivery and operational reporting.
  

• Provide technical guidance and escalation assistance to Level 1 technicians and other support team members.
  
• Assist junior technicians with troubleshooting techniques diagnostics documentation and technical development.
  
• Share technical knowledge and contribute to internal training and knowledge transfer.
  
• Help improve escalation procedures support workflows and overall technical service quality.
  
• Collaborate with engineering support management and other internal teams on technical incidents and projects.
  
• Demonstrate accountability sound technical judgment professionalism and ownership of assigned responsibilities.
  
• Support the improvement of technical operations without requiring formal people-management responsibilities.
  

• Work remotely while maintaining reliable communication and availability during assigned working hours.
  
• Coordinate working schedules customer meetings and technical activities with Zellas U.S.-based operations.
  
• Participate in an assigned on-call rotation for nights weekends and critical support incidents as required.
  
• Respond to assigned after-hours incidents according to established response escalation and communication procedures.
  
• Maintain a reliable secure and professional remote working environment.
  
• Follow company security policies for remote access customer data authentication and use of company systems.
  
• Attend virtual meetings project discussions technical reviews and customer calls as needed.
  
• Travel occasionally to customer locations data centers or other designated locations when required and authorized.
  
• Maintain clear professional and timely communication with customers and internal team members.
  

We are looking for an engineer who takes ownership of technical problems thinks critically and can independently work through complex issues.

The right candidate should be comfortable troubleshooting Windows and Linux systems investigating network and VoIP problems planning migrations and working across different customer environments.

We especially value individuals who:

• Take ownership: Follow through on technical issues and projects until resolution or documented handoff.
  
• Troubleshoot methodically: Use evidence diagnostics and logical investigation rather than guessing.
  
• Work independently: Manage responsibilities effectively in a remote environment.
  
• Communicate clearly: Explain technical issues project progress and service impacts to both technical and nontechnical audiences.
  
• Think proactively: Identify recurring problems infrastructure risks and opportunities for improvement.
  
• Document consistently: Produce accurate useful technical records and troubleshooting documentation.
  
• Understand risk: Follow authorization security testing and change management requirements.
  
• Support the team: Share knowledge help junior technicians and collaborate across departments.
  
• Continue learning: Adapt to new technologies products systems and technical challenges.
  
• Put customers first: Maintain professional relationships clear communication and a strong commitment to service quality.
  

At Zella Technologies youll work across a broad range of business and enterprise technologies in an environment that combines managed IT telecommunications cloud infrastructure networking and cybersecurity.

Unlike positions limited to supporting a single platform or internal IT environment this role offers exposure to diverse customers infrastructure services and technical challenges.

Youll have opportunities to take ownership of complex support incidents participate in infrastructure and cloud migration projects contribute to technical improvements and work alongside other experienced engineers.

If you enjoy solving challenging technical problems working with modern infrastructure improving systems and helping businesses succeed we encourage you to apply.

Join Zella Technologies and help deliver reliable managed IT networking telecommunications and cloud solutions to businesses.

• 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 networking fundamentals including 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 remote monitoring and management (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 for interactions with customers and internal teams.
  
• Ability to communicate complex technical concepts clearly to both 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.
  

• 35 years of relevant experience in managed IT services systems engineering network administration or advanced technical support.
  
• Experience working for an MSP or supporting multiple independent customer environments.
  
• Advanced Windows Server administration Active Directory hybrid identity and Group Policy troubleshooting.
  
• Linux administration experience with Ubuntu Debian Rocky Linux or similar distributions.
  
• Experience administering Microsoft 365 Exchange Online OneDrive SharePoint Teams Entra ID and Intune.
  
• Experience with Conditional Access hybrid identity synchronization Zero Trust technologies and identity management solutions such as Okta.
  
• Hands-on experience with MikroTik Juniper and other enterprise routers switches and firewalls.
  
• Experience troubleshooting advanced networking issues involving BGP OSPF complex routing VPNs and multi-site connectivity.
  
• Experience with network analysis and troubleshooting tools such as Wireshark tcpdump and MikroTik Torch.
  
• Experience troubleshooting SIP RTP VoIP PBX systems Asterisk FreePBX 3CX Kazoo and related telecommunications services.
  
• Experience with session border controllers (SBCs) SIP trunks call routing QoS and VoIP call-quality troubleshooting.
  
• Experience administering and troubleshooting Hyper-V VMware Proxmox StarWind and TrueNAS Scale environments.
  
• Hands-on experience with Veeam backup and disaster recovery solutions including restoration testing and recovery procedures.
  
• Familiarity with NinjaOne Auvik Hudu ITGlue Confluence or similar monitoring and documentation platforms.
  
• Experience with endpoint detection and response (EDR) security monitoring incident investigation and security remediation.
  
• Experience planning and executing Google Workspace to Microsoft 365 migrations.
  
• Experience with Active Directory to Entra ID migrations and hybrid identity implementations.
  
• Experience developing automation using PowerShell Python or Bash.
  
• Experience managing infrastructure upgrades cloud migrations or other technical projects from planning through completion.
  
• Experience mentoring junior technicians assisting with escalations or providing technical leadership.
  
• Familiarity with IT service management practices SLA reporting KPIs and operational process improvement.
  

• CompTIA Network or Security
  
• Microsoft Azure Administrator Associate or related Microsoft certifications
  
• Microsoft 365 or Microsoft Entra certifications
  
• Cisco CCNA or Juniper JNCIA
  
• VMware Proxmox or other virtualization-related certifications
  
• Veeam Certified Engineer (VMCE) or related backup certifications
  
• Relevant cybersecurity networking Linux or cloud certifications
  

Candidates who demonstrate strong hands-on engineering experience advanced troubleshooting skills and the ability to independently resolve complex technical issues are encouraged to apply even if they do not meet every preferred qualification or hold specific certifications.

• Ability to work full-time in a remote position.
  
• Ability to coordinate working hours with Zella Technologies U.S.-based operations.
  
• Availability for scheduled customer meetings project activities and internal collaboration.
  
• Participation in an assigned on-call rotation for after-hours weekend and critical incidents.
  
• Reliable internet connectivity and a professional remote working environment.
  
• Ability to maintain confidentiality and follow company security requirements when accessing customer infrastructure and systems.
  
• Occasional travel may be required based on operational or project needs.