Support & Systems Engineer – Level 2 / Level 3

🕒 July 3

🇵🇭 Philippines – 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 across customer environments • Provide advanced troubleshooting for Windows, Linux, and macOS operating systems • Administer and troubleshoot Windows Server, Active Directory, Group Policy, DNS, DHCP, hybrid Active Directory, and domain environments • 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 and resolve 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, MFA, Conditional Access, and Zero Trust solutions • Administer Windows Server and Linux systems, virtualized environments, storage, replication, and hyper-converged infrastructure • Perform approved maintenance, patching, upgrades, configuration changes, and infrastructure improvements • Plan and execute cloud, infrastructure, identity, Microsoft 365, Google Workspace, Exchange Online, OneDrive, SharePoint, and Entra ID migrations • Serve as technical owner for assigned projects from discovery through completion, including scope, plans, risks, dependencies, testing, rollback, validation, documentation, and handoff • Monitor RMM, network, backup, security, and infrastructure systems; investigate alerts and implement remediation • Maintain and troubleshoot Veeam and other backup and disaster recovery solutions; perform restorations and recovery testing • Implement security hardening, endpoint protection, MFA, Zero Trust, compliance, EDR, incident response, and remediation procedures • Automate administration, monitoring, troubleshooting, deployment, and operational tasks using PowerShell, Python, Bash, and other tools • Create and maintain SOPs, knowledge base articles, troubleshooting guides, infrastructure records, and technical documentation in ITGlue, Hudu, Confluence, and internal Wiki systems • Meet SLAs and KPIs, prioritize work, maintain ticket notes and work logs, and communicate status and technical findings to customers and internal teams • Provide technical guidance and escalation assistance to Level 1 technicians and support staff • Coordinate with customers, vendors, carriers, internal teams, and senior engineering resources • Work remotely during assigned hours, coordinate with U.S.-based operations, attend virtual meetings, participate in on-call rotations, respond to after-hours incidents, and occasionally travel to customer locations or data centers

🎯 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 networking fundamentals, including 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 remote monitoring and management (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 for interactions with customers and internal teams • Ability to communicate complex technical concepts clearly to both 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 in managed IT services, systems engineering, network administration, or advanced technical support • Preferred: Experience working for an MSP or supporting multiple independent customer environments • Preferred: Advanced Windows Server administration, Active Directory, hybrid identity, and Group Policy troubleshooting • Preferred: Linux administration experience with Ubuntu, Debian, Rocky Linux, or similar distributions • Preferred: Experience administering Microsoft 365, Exchange Online, OneDrive, SharePoint, Teams, Entra ID, and Intune • Preferred: Experience with Conditional Access, hybrid identity synchronization, Zero Trust technologies, and Okta • Preferred: Hands-on experience with MikroTik, Juniper, enterprise routers, switches, and firewalls • Preferred: Experience with BGP, OSPF, complex routing, VPNs, and multi-site connectivity • Preferred: Experience with Wireshark, tcpdump, and MikroTik Torch • Preferred: Experience troubleshooting SIP, RTP, VoIP, PBX systems, Asterisk, FreePBX, 3CX, Kazoo, and related telecommunications services • Preferred: Experience with Hyper-V, VMware, Proxmox, StarWind, and TrueNAS Scale • Preferred: Hands-on experience with Veeam backup and disaster recovery solutions • Preferred: Familiarity with NinjaOne, Auvik, Hudu, ITGlue, Confluence, or similar platforms • Preferred: Experience with EDR, security monitoring, incident investigation, and remediation • Preferred: Experience planning and executing Google Workspace to Microsoft 365 migrations • Preferred: Experience with Active Directory to Entra ID migrations and hybrid identity implementations • Preferred: Experience developing automation using PowerShell, Python, or Bash • Preferred: Experience managing infrastructure upgrades, cloud migrations, or other technical projects • Preferred: Experience mentoring junior technicians or providing technical leadership • Preferred: Preferred certifications include CompTIA Network+ or Security+, Microsoft Azure Administrator Associate, Microsoft 365 or Entra certifications, Cisco CCNA or Juniper JNCIA, virtualization certifications, Veeam Certified Engineer, 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 on-call rotation, maintain reliable internet, protect confidentiality, and occasionally travel as operationally required

🏖️ Benefits

• Remote work arrangement • Participation in an assigned on-call rotation for nights, weekends, and critical support incidents • Opportunities to work with diverse managed IT, telecommunications, cloud infrastructure, networking, and cybersecurity technologies • Opportunities to take ownership of complex support incidents and participate in infrastructure and cloud migration projects • Opportunities to contribute to technical improvements and work alongside experienced engineers