Support & Systems Engineer – Level 2 / Level 3

Zella Technologies

. Own, troubleshoot, and resolve escalated Level 2 and Level 3 support tickets across customer environments .

Posted 10/27/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced troubleshooting and technical support capabilities across Windows, Linux, and macOS environments, with expertise in Active Directory, Microsoft 365, and network technologies. Proficient in incident response, documentation, and project execution within a remote work setting.

Highest-signal resume keywords

Level 2 And Level 3 Technical SupportActive Directory AdministrationMicrosoft 365 And Exchange OnlineNetwork Troubleshooting And DiagnosticsCybersecurity Fundamentals

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows Server AdministrationLinux System TroubleshootingVirtualization (Hyper-V, VMware, Proxmox)Packet Capture And Traffic AnalysisRoot-Cause AnalysisBackup And Disaster Recovery SolutionsAutomation Using PowerShell And PythonVoIP TroubleshootingCloud AdministrationTechnical Documentation

Soft Skills

Strong Written And Verbal CommunicationOrganizational SkillsAttention To DetailAbility To Work IndependentlyCollaboration With Teams

Tools & Technologies

WiresharkTcpdumpVeeamITGlueHuduConfluenceMicrosoft 365Entra IDZero Trust SolutionsRMM Platforms

Certifications & Qualifications

CompTIA Network+CompTIA Security+Microsoft Azure Administrator AssociateMicrosoft 365 CertificationsCisco CCNAJuniper JNCIA

Industry Keywords

Managed Service Provider (MSP)Internet Service Provider (ISP)Enterprise ITTechnical Project ExecutionIncident Response Procedures

Tech Stack

Tools & technologies

AzureCloudCyber SecurityDNSFirewallsLinuxMacOSPythonSwitchingTCP/IPVMwareVoIP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 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 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
Ability to communicate complex technical concepts clearly to 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: 3–5+ years of relevant experience
Preferred: Experience with MSPs, advanced Windows Server, Linux, Microsoft 365, networking equipment, VoIP, virtualization, Veeam, automation, migrations, and technical leadership
Preferred certifications include CompTIA Network+ or Security+, Microsoft Azure Administrator Associate, Microsoft 365 or Entra certifications, Cisco CCNA or Juniper JNCIA, virtualization certifications, Veeam certifications, and relevant cybersecurity, networking, Linux, or cloud certifications
Ability to work full-time remotely, coordinate with U.S.-based operations, attend scheduled meetings, participate in after-hours/on-call rotations, maintain confidentiality, and occasionally travel

Benefits

Comp & perks

Remote work arrangement
Full-time employment
Assigned on-call rotation compensation not specified
Opportunities to work with diverse managed IT, telecommunications, cloud, networking, and cybersecurity technologies
Opportunities to own complex support incidents and participate in infrastructure and cloud migration projects
Opportunities to contribute to technical improvements and work alongside experienced engineers
Professional development through technical knowledge sharing, internal training, and exposure to new technologies
Occasional travel to customer locations, data centers, or other designated locations when required and authorized