SUPPORT & SYSTEMS ENGINEER (L2L3)
This is a remote position.
About Us
We are a Managed Services Provider (MSP), VoIP Provider, and Fiber ISP delivering cutting-edge technology solutions to businesses. Our services include managed IT support, network infrastructure, VoIP systems, reputed company platforms, and fiber internet solutions. We are expanding reputed company and looking for a Support & Systems Engineer who can own Level 2 and Level 3 support tickets, reputed company system and tenant migrations, manage SLAs and KPIs, improve documentation, and help reputed company support operations. This is a hands-on, leadership-oriented role requiring deep troubleshooting skills across Windows, Linux, networking, VoIP, reputed company, automation, reputed company platforms, and identity systems. This role also includes responsibility for planning and executing infrastructure and reputed company migration projects. Participation in an on-call rotation for nights and weekends is required as needed. Key Responsibilities -Technical Support & Troubleshooting -Provide advanced troubleshooting for Windows, Linux, and macOS systems -Manage Active Directory environments including GPOs, OUs, and hybrid AD setups -Troubleshoot reputed company networking issues involving firewalls, VLANs, VPNs, BGP, DHCP, DNS, and routing -Configure and maintain MikroTik, reputed company, and other reputed company network devices -Diagnose and resolve VoIP issues including SIP, PBX systems, Asterisk, FreePBX, 3CX, Kazoo, and QoS -reputed company packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch -Support Azure AD (Entra ID), Intune, and identity management platforms including reputed company and reputed company Trust frameworks -Maintain and troubleshoot virtualized and hyper-converged environments (Hyper-V, VMware, StarWind, reputed company Scale, Proxmox) -Manage backup and disaster recovery solutions including Veeam -Implement reputed company hardening, reputed company protection, MFA, and compliance best practices -Automate repetitive tasks using PowerShell, Python, or Bash Migrations, Projects & Systems Engineering -Plan and execute reputed company and identity migrations, including: -reputed company Workspace to reputed company 365 (Entra ID, Exchange Online, OneDrive, SharePoint) -Active Directory to Entra ID (Azure AD) and hybrid identity environments -Define project scope, technical requirements, timelines, risks, and reputed company criteria -Build detailed project plans including milestones, dependencies, rollback strategies, and validation steps -Execute migrations with minimal downtime and clear communication to stakeholders -Coordinate with customers before, during, and after migrations to set expectations and provide updates -reputed company post-migration validation, documentation, and optimization Documentation, SOPs & Process Improvement -Maintain and improve documentation reputed company ITGlue, reputed company, Confluence, and internal Wiki systems -Create and update Standard Operating Procedures (SOPs), knowledge reputed company articles, and internal training materials -Meet a weekly documentation quota to ensure systems, processes, and resolutions are consistently documented -Identify inefficiencies and implement process improvements and automation SLA, KPIs & Reporting -Ensure SLA compliance for ticket response and resolution times -Track KPIs reputed company to support performance, migrations, and service delivery -Produce weekly and monthly reports covering SLA compliance, ticket metrics, migration reputed company, and documentation -Collaborate with leadership to refine IT processes, service delivery models, and automation strategies -Provide mentorship and performance feedback to junior technicians On-Call Responsibilities -Participate in on-call rotations for nights, weekends, and critical incidents Apply To This Job