Support & Systems Engineer – Level 2 / Level 3

🕒 July 3

🇦🇷 Argentina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

👻 Ghost score 49%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Zella Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

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.

📋 Description

• Independently own, troubleshoot, and resolve escalated Level 2 and Level 3 support tickets • Provide advanced troubleshooting for Windows, Linux, and macOS • Administer and troubleshoot Windows Server, Active Directory, GPOs, OUs, DNS, DHCP, and hybrid identity environments • Diagnose complex system, application, hardware, storage, authentication, and network connectivity issues • 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 network connectivity • Perform packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch • Administer and troubleshoot Microsoft 365, Exchange Online, Entra ID, Intune, Okta, and Zero Trust solutions • Administer Windows Server and Linux systems and monitor infrastructure health • Maintain virtualized and hyper-converged environments including Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox • Perform approved maintenance, patching, upgrades, configuration changes, and infrastructure improvements • Maintain technical documentation, SOPs, knowledge base articles, troubleshooting guides, and training materials • Monitor RMM, network, backup, and infrastructure alerts and remediate incidents • Maintain and troubleshoot Veeam and other backup/disaster recovery solutions; perform restorations and recovery testing • Implement security hardening, endpoint protection, MFA, Zero Trust, compliance practices, and incident response 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, execution, validation, documentation, and handoff • Automate administration and operational tasks using PowerShell, Python, Bash, and other tools • Meet SLAs, KPIs, documentation expectations, ticketing requirements, and resolution targets • Provide technical guidance and escalation assistance to Level 1 technicians and support team members • Coordinate with customers, vendors, carriers, internal teams, and U.S.-based operations • Participate in scheduled meetings, customer calls, on-call rotations, and occasional authorized travel

🎯 Requirements

• 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 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 • 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 security policies, change management procedures, and customer data protection requirements • Preferred: 3–5+ years of relevant experience • Preferred experience with MSPs, multiple customer environments, advanced Windows Server, Linux, Microsoft 365, networking, VoIP, virtualization, Veeam, automation, migrations, and technical leadership • Preferred certifications include CompTIA Network+ or Security+, Microsoft Azure/Microsoft 365/Entra certifications, CCNA/JNCIA, virtualization certifications, Veeam certifications, and relevant cybersecurity, networking, Linux, or cloud certifications

🏖️ Benefits

• Remote work arrangement • Participation in an assigned on-call rotation • Exposure to diverse customer, infrastructure, telecommunications, cloud, networking, and cybersecurity technologies • Opportunities to take ownership of complex support incidents and infrastructure/cloud migration projects • Opportunities to contribute to technical improvements and work alongside experienced engineers