Support & Systems Engineer – Level 2 / Level 3

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

👻 Ghost score 12%

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

• 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, GPOs, OUs, DNS, DHCP, and hybrid Active Directory • 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 VoIP issues involving SIP, PBX systems, Asterisk, FreePBX, 3CX, Kazoo, QoS, and connectivity • Perform packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch • Administer and troubleshoot Microsoft 365, Exchange Online, Entra ID, Intune, identity platforms, and Zero Trust access solutions • Administer Windows Server and Linux systems and monitor infrastructure health • Maintain and troubleshoot Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox environments • Perform approved maintenance, patching, upgrades, configuration changes, and infrastructure improvements • Maintain technical documentation of systems, configurations, dependencies, and changes • Support Microsoft 365, hybrid identity, MFA, Conditional Access, licensing, mail flow, permissions, and device management • Assist with cloud administration, infrastructure deployment, performance troubleshooting, and optimization • Troubleshoot VoIP services, SIP trunks, hosted PBX systems, telecommunications infrastructure, and call-quality issues • Coordinate with carriers, vendors, customers, and senior engineering resources • Monitor RMM, network, backup, and infrastructure alerts and perform remediation • Maintain and troubleshoot Veeam and other backup/disaster recovery solutions • Perform backup restorations and recovery testing and assist with disaster recovery procedures • Implement security hardening, endpoint protection, MFA, Zero Trust, and compliance practices • Investigate security alerts, suspicious activity, authentication anomalies, and cybersecurity incidents • Assist with incident containment, remediation, recovery, and documentation • 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 scope, plans, risks, dependencies, rollback, validation, and handoff • Execute migrations with minimal downtime and communicate with stakeholders • Automate administrative and operational tasks using PowerShell, Python, Bash, and other tools • Create and maintain scripts for administration, monitoring, troubleshooting, deployment, and efficiency • Create and update SOPs, knowledge base articles, troubleshooting guides, and training materials in ITGlue, Hudu, Confluence, and internal Wiki systems • Meet SLAs, response times, resolution expectations, KPIs, documentation standards, and operational commitments • Maintain ticket notes, work logs, time entries, customer communications, and resolution details • Provide technical guidance to Level 1 technicians and support team members • Assist junior technicians with troubleshooting, diagnostics, documentation, and development • Collaborate with engineering, support, management, customers, and internal teams • Work remotely during assigned hours, coordinate with U.S.-based operations, attend meetings, and participate in on-call rotation • Respond to after-hours incidents and maintain a secure, professional remote working environment • Occasionally travel to customer locations, data centers, or other designated locations when required and authorized

🎯 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 clearly 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 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 • Preferred: Experience with MSPs, advanced Windows Server, Linux, Microsoft 365, networking equipment, VoIP, virtualization, Veeam, automation, migrations, and technical leadership • Preferred certifications include CompTIA Network+ or Security+, Microsoft Azure Administrator Associate, Microsoft 365 or Entra certifications, Cisco CCNA or Juniper JNCIA, virtualization certifications, Veeam certifications, 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 after-hours/on-call rotations, maintain confidentiality, and occasionally travel

🏖️ Benefits

• Remote work arrangement • Full-time employment • Assigned on-call rotation compensation not specified • Opportunities to work with diverse managed IT, telecommunications, cloud, networking, and cybersecurity technologies • Opportunities to own complex support incidents and participate in infrastructure and cloud migration projects • Opportunities to contribute to technical improvements and work alongside experienced engineers • Professional development through technical knowledge sharing, internal training, and exposure to new technologies • Occasional travel to customer locations, data centers, or other designated locations when required and authorized