SUPPORT & SYSTEMS ENGINEER (L2L3)
Zella Technologies, LLC Bahçelievler, Marmara Region, Turkey
IT Services and IT Consulting · 51-200 employees
About the role
The Support & Systems Engineer will manage Level 2 and Level 3 support tickets while leading complex system and cloud migration projects. The role involves maintaining network infrastructure, ensuring SLA compliance, and improving technical documentation and SOPs.
What they look for
Requirements
Candidates must possess deep troubleshooting skills across Windows, Linux, networking, and VoIP systems. Proficiency in identity management, automation scripting, and project planning for cloud migrations is required.
Full description
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
