SUPPORT & SYSTEMS ENGINEER (L2L3)

Zella Technologies is a Managed Services Provider delivering cutting-edge technology solutions to businesses. They are seeking a Support & Systems Engineer to manage Level 2 and Level 3 support tickets, lead system migrations, and oversee support operations while ensuring SLA compliance and process improvements.

Responsibilities:

• 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
• 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
• 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
• Ensure SLA compliance for ticket response and resolution times
• Track KPIs related to support performance, migrations, and service delivery
• Produce weekly and monthly reports covering SLA compliance, ticket metrics, migration progress, and documentation
• Collaborate with leadership to refine IT processes, service delivery models, and automation strategies
• Provide mentorship and performance feedback to junior technicians
• Participate in on-call rotations for nights, weekends, and critical incidents

Requirements:

• 1-3 years of work experience in a related field
• Deep troubleshooting skills across Windows, Linux, networking, VoIP, security, automation, cloud platforms, and identity systems
• Advanced troubleshooting for Windows, Linux, and macOS systems
• Management of Active Directory environments including GPOs, OUs, and hybrid AD setups
• Troubleshooting complex networking issues involving firewalls, VLANs, VPNs, BGP, DHCP, DNS, and routing
• Configuration and maintenance of MikroTik, Juniper, and other enterprise network devices
• Diagnosis and resolution of VoIP issues including SIP, PBX systems, Asterisk, FreePBX, 3CX, Kazoo, and QoS
• Packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch
• Support for Azure AD (Entra ID), Intune, and identity management platforms including Okta and Zero Trust frameworks
• Maintenance and troubleshooting of virtualized and hyper-converged environments (Hyper-V, VMware, StarWind, TrueNAS Scale, Proxmox)
• Management of backup and disaster recovery solutions including Veeam
• Implementation of security hardening, endpoint protection, MFA, and compliance best practices
• Automation of repetitive tasks using PowerShell, Python, or Bash
• Planning and executing cloud and identity migrations, including Google Workspace to Microsoft 365 and Active Directory to Entra ID
• Defining project scope, technical requirements, timelines, risks, and success criteria
• Building detailed project plans including milestones, dependencies, rollback strategies, and validation steps
• Executing migrations with minimal downtime and clear communication to stakeholders
• Coordinating with customers before, during, and after migrations to set expectations and provide updates
• Performing post-migration validation, documentation, and optimization
• Maintaining and improving documentation within ITGlue, Hudu, Confluence, and internal Wiki systems
• Creating and updating Standard Operating Procedures (SOPs), knowledge base articles, and internal training materials
• Meeting a weekly documentation quota to ensure systems, processes, and resolutions are consistently documented
• Ensuring SLA compliance for ticket response and resolution times
• Tracking KPIs related to support performance, migrations, and service delivery
• Producing weekly and monthly reports covering SLA compliance, ticket metrics, migration progress, and documentation
• Collaborating with leadership to refine IT processes, service delivery models, and automation strategies
• Providing mentorship and performance feedback to junior technicians
• Participating in on-call rotations for nights, weekends, and critical incidents