Zella Technologies

Systems Engineer

• 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, Active Directory, GPOs, OUs, DNS, DHCP, and hybrid Active Directory
• Diagnose complex issues involving operating systems, applications, services, hardware, storage, authentication, and network connectivity
• Perform root-cause analysis and implement approved corrective actions
• Troubleshoot firewalls, VLANs, VPNs, BGP, DHCP, DNS, switching, routing, and enterprise networking equipment
• Diagnose VoIP issues involving SIP, PBX systems, Asterisk, FreePBX, 3CX, Kazoo, QoS, and connectivity
• Perform packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch
• Administer and troubleshoot Microsoft 365, Exchange Online, Entra ID, Intune, identity platforms, and Zero Trust access solutions
• Administer Windows Server and Linux systems and monitor infrastructure health
• Maintain and troubleshoot Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox environments
• Perform approved maintenance, patching, upgrades, configuration changes, and infrastructure improvements
• Maintain technical documentation of systems, configurations, dependencies, and changes
• Support Microsoft 365, hybrid identity, MFA, Conditional Access, licensing, mail flow, permissions, and device management
• Assist with cloud administration, infrastructure deployment, performance troubleshooting, and optimization
• Troubleshoot VoIP services, SIP trunks, hosted PBX systems, telecommunications infrastructure, and call-quality issues
• Coordinate with carriers, vendors, customers, and senior engineering resources
• Monitor RMM, network, backup, and infrastructure alerts and perform remediation
• Maintain and troubleshoot Veeam and other backup/disaster recovery solutions
• Perform backup restorations and recovery testing and assist with disaster recovery procedures
• Implement security hardening, endpoint protection, MFA, Zero Trust, and compliance practices
• Investigate security alerts, suspicious activity, authentication anomalies, and cybersecurity incidents
• Assist with incident containment, remediation, recovery, and documentation
• 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 scope, plans, risks, dependencies, rollback, validation, and handoff
• Execute migrations with minimal downtime and communicate with stakeholders
• Automate administrative and operational tasks using PowerShell, Python, Bash, and other tools
• Create and maintain scripts for administration, monitoring, troubleshooting, deployment, and efficiency
• Create and update SOPs, knowledge base articles, troubleshooting guides, and training materials in ITGlue, Hudu, Confluence, and internal Wiki systems
• Meet SLAs, response times, resolution expectations, KPIs, documentation standards, and operational commitments
• Maintain ticket notes, work logs, time entries, customer communications, and resolution details
• Provide technical guidance to Level 1 technicians and support team members
• Assist junior technicians with troubleshooting, diagnostics, documentation, and development
• Collaborate with engineering, support, management, customers, and internal teams
• Work remotely during assigned hours, coordinate with U.S.-based operations, attend meetings, and participate in on-call rotation
• Respond to after-hours incidents and maintain a secure, professional remote working environment
• Occasionally travel to customer locations, data centers, or other designated locations when required and authorized

Explore Support & Systems Engineer – Level 2 / Level 3 at Zella Technologies. Review requirements and application details.

Support & Systems Engineer – Level 2 / Level 3

• 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

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Support & Systems Engineer – Level 2 / Level 3

Support & Systems Engineer – Level 2 / Level 3