Support & Systems Engineer – Level 2 / Level 3

• Own, troubleshoot, and resolve escalated Level 2 and Level 3 support tickets across customer environments
• Provide advanced troubleshooting for Windows, Linux, macOS, Windows Server, applications, hardware, storage, authentication, and connectivity
• Administer Active Directory, GPOs, OUs, DNS, DHCP, hybrid identity, Microsoft 365, Exchange Online, Entra ID, Intune, and related identity platforms
• Troubleshoot firewalls, VLANs, VPNs, BGP, switching, routing, enterprise networking equipment, VoIP, SIP, PBX systems, QoS, and telecommunications services
• Perform packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch
• Administer and troubleshoot virtualized and hyper-converged environments including Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox
• Monitor infrastructure, investigate alerts, maintain backup and disaster recovery solutions, perform restorations, and validate recovery readiness
• Investigate security alerts and incidents; apply approved hardening, endpoint protection, MFA, Zero Trust, and remediation procedures
• 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 planning, testing, execution, validation, documentation, and handoff
• Automate administrative and operational tasks using PowerShell, Python, Bash, and other tools
• Maintain technical documentation, SOPs, knowledge-base articles, troubleshooting guides, and customer infrastructure records
• Meet SLAs and KPIs; maintain ticket notes, work logs, customer communications, and resolution details
• Provide technical guidance to Level 1 and junior technicians and contribute to training and process improvements
• Coordinate with customers, vendors, carriers, internal teams, and U.S.-based operations
• Participate in scheduled meetings, on-call rotations, after-hours incident response, and occasional authorized travel to customer or data-center locations

• 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
• Experience administering or troubleshooting Hyper-V, VMware, or Proxmox
• Familiarity with backup and disaster recovery solutions, including troubleshooting failures and performing restorations
• Understanding of cybersecurity fundamentals, endpoint protection, MFA, access controls, security hardening, and incident response
• Ability to troubleshoot Linux using SSH, command-line utilities, system logs, and service management tools
• Experience independently troubleshooting incidents, performing root-cause analysis, and determining when escalation is required
• Familiarity with RMM, ticketing, and technical documentation platforms
• Understanding of SLAs, incident priorities, change management, and professional IT service delivery
• Ability to create and maintain technical documentation, SOPs, and troubleshooting records
• Experience with technical project execution, infrastructure changes, upgrades, or migrations
• Strong written and verbal communication skills in English
• Ability to work independently in a remote environment and coordinate working hours with U.S.-based operations
• Ability to participate in scheduled meetings and on-call rotations
• Reliable internet connectivity and secure remote-work environment
• 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, networking equipment, VoIP/PBX systems, virtualization, Veeam, automation, migrations, and technical leadership
• Preferred certifications include CompTIA Network+/Security+, Microsoft Azure Administrator Associate, Microsoft 365/Entra, Cisco CCNA, Juniper JNCIA, virtualization, Veeam, and related cybersecurity/networking/Linux/cloud certifications; certifications are not required

• Remote work arrangement
• Assigned on-call rotation compensation/availability for nights, weekends, and critical support incidents
• Opportunities to work with diverse managed IT, telecommunications, cloud, networking, and cybersecurity technologies
• Opportunities to take ownership of complex support incidents and infrastructure/cloud migration projects
• Technical learning, knowledge sharing, and internal training opportunities