SUPPORT & SYSTEMS ENGINEER (L2L3)

About Us

We are a Managed Services Provider (MSP) VoIP Provider and Fiber ISP delivering cutting-edge technology solutions to businesses. Our services include managed IT support network infrastructure VoIP systems cloud platforms and fiber internet solutions.

We are expanding our team and looking for a Support & Systems Engineer who can own Level 2 and Level 3 support tickets lead system and tenant migrations manage SLAs and KPIs improve documentation and help oversee support operations.

This is a hands-on leadership-oriented role requiring deep troubleshooting skills across Windows Linux networking VoIP security automation cloud platforms and identity systems. This role also includes responsibility for planning and executing infrastructure and cloud migration projects. Participation in an on-call rotation for nights and weekends is required as needed.

Key Responsibilities

-Technical Support & Troubleshooting

-Provide advanced troubleshooting for Windows Linux and macOS systems

-Manage Active Directory environments including GPOs OUs and hybrid AD setups

-Troubleshoot complex networking issues involving firewalls VLANs VPNs BGP DHCP DNS and routing

-Configure and maintain MikroTik Juniper and other enterprise network devices

-Diagnose and resolve VoIP issues including SIP PBX systems Asterisk FreePBX 3CX Kazoo and QoS

-Perform packet capture and traffic analysis using Wireshark tcpdump and MikroTik Torch

-Support Azure AD (Entra ID) Intune and identity management platforms including Okta and Zero Trust frameworks

-Maintain and troubleshoot virtualized and hyper-converged environments (Hyper-V VMware StarWind TrueNAS Scale Proxmox)

-Manage backup and disaster recovery solutions including Veeam

-Implement security hardening endpoint protection MFA and compliance best practices

-Automate repetitive tasks using PowerShell Python or Bash

Migrations Projects & Systems Engineering

-Plan and execute cloud and identity migrations including:

-Google Workspace to Microsoft 365 (Entra ID Exchange Online OneDrive SharePoint)

-Active Directory to Entra ID (Azure AD) and hybrid identity environments

-Define project scope technical requirements timelines risks and success criteria

-Build detailed project plans including milestones dependencies rollback strategies and validation steps

-Execute migrations with minimal downtime and clear communication to stakeholders

-Coordinate with customers before during and after migrations to set expectations and provide updates

-Perform post-migration validation documentation and optimization

Documentation SOPs & Process Improvement

-Maintain and improve documentation within ITGlue Hudu Confluence and internal Wiki systems

-Create and update Standard Operating Procedures (SOPs) knowledge base articles and internal training materials

-Meet a weekly documentation quota to ensure systems processes and resolutions are consistently documented

-Identify inefficiencies and implement process improvements and automation

SLA KPIs & Reporting

-Ensure SLA compliance for ticket response and resolution times

-Track KPIs related to support performance migrations and service delivery