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, 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

• 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

• 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