Support & Systems Engineer (Level 2 / Level 3)

This is a remote position.

About Zella Technologies

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.

Position Overview

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.

Key Responsibilities

Advanced Technical Support & Troubleshooting

• 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.
  

Systems Administration, Virtualization & Infrastructure

• 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.
  

Cloud, Identity & Microsoft 365 Administration

• 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.
  

VoIP, Telecommunications & Network Services

• 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.
  

Monitoring, Backup & Disaster Recovery

• 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.
  

Cybersecurity & Incident Response

• 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.
  

Migrations, Projects & Systems Engineering

• 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.
  

Automation & Process Improvement

• 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.
  

Documentation, SOPs & Knowledge Management

• 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.
  

SLA, KPIs & Support Operations

• 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.
  

Technical Leadership & Team Collaboration

• 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.
  

Remote Work, Customer Communication & On-Call Responsibilities

• Work remotely while maintaining reliable communication and availability during assigned working hours.
  
• Coordinate working schedules, customer meetings, and technical activities with Zella's 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.
  

What We're Looking For

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.
  

Why Join Zella Technologies?

At Zella Technologies, you'll 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.

You'll 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.

Requirements

Required Qualifications

• 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.
  

Preferred Qualifications

• 3–5+ 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.
  

Certifications (Preferred but Not Required)

• 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.

Remote Work & Availability Requirements

• 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.