Support & Systems Engineer – Level 2 / Level 3

🕒 September 16

🇹🇷 Turkey – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

👻 Ghost score 16%

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, macOS, Windows Server, Active Directory, GPOs, OUs, DNS, DHCP, networking, VoIP, Microsoft 365, Entra ID, Intune, Okta, and Zero Trust platforms • Diagnose complex issues involving systems, applications, services, hardware, storage, authentication, network connectivity, SIP, PBX, QoS, and telecommunications • Perform root-cause analysis and implement approved corrective actions • Configure, maintain, and troubleshoot enterprise networking equipment, virtualized and hyper-converged environments, cloud platforms, identity systems, backup systems, and disaster recovery solutions • Perform system maintenance, patching, upgrades, configuration changes, infrastructure improvements, and approved restorations or recovery testing • Plan and execute cloud, infrastructure, identity, Microsoft 365, and hybrid identity migrations • Serve as technical owner for assigned migration and infrastructure projects from discovery through completion • Define project scope, requirements, timelines, risks, dependencies, success criteria, rollback strategies, and validation steps • Coordinate with customers, vendors, carriers, internal teams, and senior engineering resources • Automate administrative, monitoring, troubleshooting, deployment, and operational tasks using PowerShell, Python, Bash, and other tools • Maintain technical documentation, SOPs, knowledge base articles, troubleshooting guides, infrastructure records, and change documentation in approved platforms • Meet SLAs, response and resolution expectations, KPIs, documentation requirements, and support operations procedures • Provide technical guidance and escalation assistance to Level 1 technicians and other support staff • Participate in customer meetings, project discussions, technical reviews, and assigned on-call rotations • Work remotely while coordinating schedules and technical activities with U.S.-based operations • Respond to after-hours incidents and maintain clear, professional communication with customers and internal teams

🎯 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 in managed IT services, systems engineering, network administration, or advanced technical support • Preferred experience with MSPs, Windows Server, Linux, Microsoft 365, Entra ID, Intune, Conditional Access, Zero Trust, Okta, MikroTik, Juniper, BGP, OSPF, Wireshark, tcpdump, VoIP, SIP, RTP, PBX, Hyper-V, VMware, Proxmox, StarWind, TrueNAS Scale, Veeam, RMM/documentation platforms, EDR, migrations, automation, infrastructure projects, mentoring, and IT service management • 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, attend scheduled meetings, participate in after-hours/on-call rotations, maintain confidentiality, and occasionally travel as required

🏖️ Benefits

• Remote work arrangement • 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 • Occasional travel to customer locations, data centers, or other designated locations when required and authorized