Support Engineer - L2 & L3, MSP, VoIP & Fiber ISP

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May 13

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Zella Technologies

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Cybersecurity • Cloud Services • IT Support & Consulting

Zella Technologies is a comprehensive IT services provider that specializes in managed services, cybersecurity, cloud solutions, and IT support and consulting. With a team of over 15,000 onsite technicians and 300 remote technicians active in five countries, Zella Technologies delivers custom-made IT solutions tailored to meet the unique needs of businesses. Their offerings include VoIP systems, cloud backup, infrastructure as a service, and executive consulting, ensuring robust technology support and proactive management for their clients' IT environments.

51 - 200 employees

🔒 Cybersecurity

📋 Description

• This is a remote position. • 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, and fiber internet solutions. • We are expanding our team and looking for an Support Engineer who can handle Level 2 & 3 support tickets, manage SLAs/KPIs, improve documentation, and oversee support operations. • This role is hands-on and leadership-oriented , requiring someone with strong troubleshooting skills across Windows, Linux, networking, VoIP, security, automation, and cloud technologies while also ensuring documentation, process improvements, and service delivery meet high standards. • This position is also on-call for nights/weekends as needed.

🎯 Requirements

• 3+ years in an MSP, ISP, or enterprise IT environment handling L2/L3 support. • Strong expertise in Windows Server, Active Directory (GPO, OU design, hybrid AD). • Linux system administration (Ubuntu, CentOS, Debian, Rocky). • Hands-on experience with MikroTik, Juniper, and enterprise network infrastructure. • VoIP troubleshooting (SIP, PBX, Asterisk, FreePBX, 3CX, Kazoo, QoS). • Packet capture analysis (Wireshark, tcpdump, MikroTik Torch, etc.). • Experience with security hardening, MFA, Zero Trust, endpoint protection. • Backup & DR solutions (Veeam, Datto, Unitrends, TrueNAS, ZFS, BTRFS). • Proficiency in PowerShell, Python, or Bash scripting for automation. • Ability to work independently with minimal documentation and troubleshoot unknown issues. • Strong documentation and organizational skills. • Excellent communication and customer service skills. • Ability to work under pressure and handle multiple priorities. • Mentorship and leadership skills to train junior staff.

🏖️ Benefits

• Ongoing training and certification support. • Career growth opportunities within the company.