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, cloud platforms, and fiber internet solutions.

Job Description

We are expanding our team and looking for a Support & Systems Engineer who can own Level 2 and Level 3 support tickets, lead system and tenant migrations, manage SLAs and KPIs, improve documentation, and help oversee support operations.

This is a hands-on, leadership-oriented role requiring deep troubleshooting skills across Windows, Linux, networking, VoIP, security, automation, cloud platforms, and identity systems. This role also includes responsibility for planning and executing infrastructure and cloud 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 complex networking issues involving firewalls, VLANs, VPNs, BGP, DHCP, DNS, and routing
  
  Configure and maintain MikroTik, Juniper, and other enterprise network devices
  
  Diagnose and resolve VoIP issues including SIP, PBX systems, Asterisk, FreePBX, 3CX, Kazoo, and QoS
  
  Perform packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch
  
  Support Azure AD (Entra ID), Intune, and identity management platforms including Okta and Zero Trust frameworks
  
  Maintain and troubleshoot virtualized and hyper-converged environments (Hyper-V, VMware, StarWind, TrueNAS Scale, Proxmox)
  
  Manage backup and disaster recovery solutions including Veeam
  
  Implement security hardening, endpoint protection, MFA, and compliance best practices
  
  Automate repetitive tasks using PowerShell, Python, or Bash

• Migrations, Projects & Systems Engineering
  
  Plan and execute cloud and identity migrations, including:
  
  Google Workspace to Microsoft 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 success 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
  
  Perform post-migration validation, documentation, and optimization

• Documentation, SOPs & Process Improvement
  
  Maintain and improve documentation within ITGlue, Hudu, Confluence, and internal Wiki systems
  
  Create and update Standard Operating Procedures (SOPs), knowledge base 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 related to support performance, migrations, and service delivery
  
  Produce weekly and monthly reports covering SLA compliance, ticket metrics, migration progress, 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