Support & Systems Engineer – Level 2 / Level 3

🕒 September 30

🇹🇷 Turkey – 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

• 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, GPOs, OUs, DNS, DHCP, and hybrid Active Directory environments • Troubleshoot networking issues involving firewalls, VLANs, VPNs, BGP, DHCP, DNS, switching, and routing • Configure, maintain, and troubleshoot MikroTik, Juniper, and other 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 Microsoft 365, Exchange Online, OneDrive, SharePoint, Teams, Entra ID, Intune, MFA, Conditional Access, and identity platforms such as Okta • Administer and troubleshoot Windows Server and Linux systems, virtualization, hyper-converged environments, storage, replication, and virtual networking • Perform approved maintenance, patching, upgrades, configuration changes, and infrastructure improvements • Monitor system performance, infrastructure health, RMM alerts, network monitoring, backup, and disaster recovery systems • Troubleshoot backup failures and perform or validate approved restorations and recovery testing • Implement approved security hardening, endpoint protection, MFA, Zero Trust, EDR, incident response, and remediation procedures • Plan and execute cloud, infrastructure, and identity migrations, including Google Workspace to Microsoft 365 and Active Directory to Entra ID • Serve as technical owner for assigned projects from discovery through completion, including scope, plans, risks, dependencies, testing, rollback, validation, documentation, and handoff • Automate repetitive tasks using PowerShell, Python, Bash, and other tools • Maintain technical documentation, SOPs, knowledge-base articles, troubleshooting guides, and infrastructure records • Meet SLAs and KPIs, maintain ticket notes and work logs, communicate status, and coordinate complex incidents • Provide technical guidance and escalation assistance to Level 1 technicians and junior support staff • Work remotely, coordinate with U.S.-based operations, attend meetings and customer calls, participate in on-call rotations, and travel occasionally when 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 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 with MSPs, Microsoft 365, Exchange Online, OneDrive, SharePoint, Teams, Entra ID, Intune, Conditional Access, Zero Trust, Okta, MikroTik, Juniper, BGP, OSPF, Wireshark, tcpdump, VoIP, SIP, RTP, PBX systems, Hyper-V, VMware, Proxmox, StarWind, TrueNAS Scale, Veeam, RMM/documentation platforms, EDR, migrations, automation, infrastructure projects, mentoring, SLAs, KPIs, and process improvement • 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 in a remote position • Availability for scheduled customer meetings, project activities, and internal collaboration • Participation in after-hours, weekend, and critical-incident on-call rotation • Ability to maintain confidentiality and follow company security requirements • Occasional travel may be required

🏖️ Benefits

• Remote work arrangement • Participation in an assigned on-call rotation • 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