Support & Systems Engineer – Level 2/Level 3

🕒 August 13

🇹🇷 Turkey – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

👻 Ghost score 31%

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 • Troubleshoot Windows, Linux, and macOS operating systems and Windows Server environments • Administer Active Directory, GPOs, OUs, DNS, DHCP, hybrid Active Directory, Microsoft 365, Exchange Online, Entra ID, Intune, and identity platforms • Diagnose and resolve complex networking, firewall, VLAN, VPN, routing, switching, BGP, VoIP, SIP, PBX, QoS, and connectivity issues • Configure, maintain, and troubleshoot enterprise networking equipment including MikroTik and Juniper • Maintain virtualized and hyper-converged environments including Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox • Perform packet capture, traffic analysis, system monitoring, root-cause analysis, and incident investigation • Maintain backup and disaster recovery solutions, perform restorations, and validate recovery readiness • Implement approved cybersecurity hardening, endpoint protection, MFA, Zero Trust, access control, and incident-response procedures • Plan and execute cloud, infrastructure, identity, and Microsoft 365 migrations • Own assigned migration projects from discovery through completion, including planning, execution, validation, documentation, and handoff • Automate administration, monitoring, troubleshooting, deployment, and operational tasks using PowerShell, Python, Bash, and other tools • Maintain technical documentation, SOPs, knowledge-base articles, troubleshooting guides, and infrastructure records • Meet SLAs, KPIs, response times, resolution expectations, ticket documentation, and operational reporting requirements • Provide technical guidance to Level 1 technicians and support team members • Coordinate with customers, vendors, carriers, internal teams, and senior engineering resources • Work with U.S.-based operations, attend meetings and customer calls, participate in on-call rotations, and respond to after-hours incidents • Maintain secure remote-working practices and travel occasionally when required

🎯 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 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 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, advanced Windows Server, Linux distributions, Microsoft 365, Entra ID, Intune, MikroTik, Juniper, BGP, OSPF, VoIP, SIP, virtualization, Veeam, EDR, migrations, PowerShell, Python, Bash, and technical leadership • Preferred certifications include CompTIA Network+/Security+, Microsoft Azure or Microsoft 365 certifications, CCNA/JNCIA, virtualization certifications, Veeam certifications, and relevant cybersecurity, networking, Linux, or cloud certifications

🏖️ Benefits

• Remote work arrangement • Assigned on-call rotation for nights, weekends, and critical support incidents • Occasional travel to customer locations, data centers, or other designated locations when required and authorized • Opportunities to work across 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