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 • TurkeyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced troubleshooting and technical support capabilities across diverse operating systems and environments, including Windows, Linux, and cloud technologies. Proficient in administering identity management platforms and executing infrastructure migrations while ensuring compliance with security policies and service delivery standards.

Highest-signal resume keywords

Level 2 And Level 3 Technical SupportActive Directory AdministrationMicrosoft 365 And Exchange OnlineAdvanced Troubleshooting SkillsInfrastructure Migration Execution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows Server AdministrationLinux TroubleshootingTCP/IP And SubnettingVirtualization (Hyper-V, VMware, Proxmox)Backup And Disaster Recovery SolutionsPacket Capture And Traffic AnalysisAutomation Using PowerShell And PythonNetwork Troubleshooting (VLANs, VPNs, Firewalls)Identity Management TechnologiesRoot-Cause Analysis

Soft Skills

Strong Written And Verbal CommunicationAbility To Work IndependentlyCustomer CoordinationTechnical Guidance And TrainingProcess Improvement Contribution

Tools & Technologies

WiresharkTcpdumpMikroTik TorchRMM PlatformsTicketing SystemsTechnical Documentation PlatformsVoIP And PBX SystemsDisaster Recovery ToolsEntra IDIntune

Certifications & Qualifications

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

Industry Keywords

Managed Service Provider (MSP)Internet Service Provider (ISP)Enterprise ITCybersecurity FundamentalsService Level Agreements (SLAs)Incident ResponseChange ManagementTechnical Project ExecutionCloud TechnologiesTelecommunications Services

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, 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

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
Experience administering or troubleshooting Hyper-V, VMware, or Proxmox
Familiarity with backup and disaster recovery solutions, including troubleshooting failures and performing restorations
Understanding of cybersecurity fundamentals, endpoint protection, MFA, access controls, security hardening, and incident response
Ability to troubleshoot Linux using SSH, command-line utilities, system logs, and service management tools
Experience independently troubleshooting incidents, performing root-cause analysis, and determining when escalation is required
Familiarity with RMM, ticketing, and technical documentation platforms
Understanding of SLAs, incident priorities, change management, and professional IT service delivery
Ability to create and maintain technical documentation, SOPs, and troubleshooting records
Experience with technical project execution, infrastructure changes, upgrades, or migrations
Strong written and verbal communication skills in English
Ability to work independently in a remote environment and coordinate working hours with U.S.-based operations
Ability to participate in scheduled meetings and on-call rotations
Reliable internet connectivity and secure remote-work environment
Ability to follow 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 distributions, Microsoft 365, networking equipment, VoIP/PBX systems, virtualization, Veeam, automation, migrations, and technical leadership
Preferred certifications include CompTIA Network+/Security+, Microsoft Azure Administrator Associate, Microsoft 365/Entra, Cisco CCNA, Juniper JNCIA, virtualization, Veeam, and related cybersecurity/networking/Linux/cloud certifications; certifications are not required

Benefits

Comp & perks

Remote work arrangement
Assigned on-call rotation compensation/availability for nights, weekends, and critical support incidents
Opportunities to work with diverse managed IT, telecommunications, cloud, networking, and cybersecurity technologies
Opportunities to take ownership of complex support incidents and infrastructure/cloud migration projects
Technical learning, knowledge sharing, and internal training opportunities