Support & Systems Engineer (L2/L3)

About the role

We are a Managed Services Provider, VoIP and fiber ISP seeking a Support & Systems Engineer to own Level 2 and Level 3 tickets, lead migrations and improve our support operations. The role is hands‑on and requires deep troubleshooting across Windows, Linux, networking, VoIP, security, automation and cloud platforms.

Key responsibilities

• Provide advanced technical support for Windows, Linux and macOS environments.
• Manage Active Directory, GPOs, OUs and hybrid AD/Entra ID configurations.
• Troubleshoot complex networking issues including firewalls, VLANs, VPNs, BGP, DHCP, DNS and routing.
• Configure and maintain enterprise network devices such as MikroTik and Juniper.
• Diagnose and resolve VoIP problems across SIP, PBX, Asterisk, FreePBX, 3CX, Kazoo and QoS.
• Perform packet captures and traffic analysis using Wireshark, tcpdump and MikroTik Torch.
• Support Azure AD (Entra ID), Intune, Okta and Zero‑Trust identity frameworks.
• Maintain virtualized and hyper‑converged environments (Hyper‑V, VMware, StarWind, TrueNAS Scale, Proxmox).
• Manage backup and disaster‑recovery solutions, primarily Veeam.
• Automate repetitive tasks with PowerShell, Python or Bash.
• Plan and execute cloud and identity migrations (e.g., Google Workspace to Microsoft 365, AD to Entra ID).
• Define project scope, timelines, risks and success criteria; create detailed project plans and rollback strategies.
• Coordinate migrations with customers, provide status updates and perform post‑migration validation.
• Maintain and improve documentation in ITGlue, Hudu, Confluence and internal wikis; create SOPs and knowledge‑base articles.
• Participate in an on‑call rotation for nights and weekends as needed.

Required profile

• Strong analytical and problem‑solving abilities with a hands‑on attitude.
• Experience leading system and tenant migrations in a managed‑services environment.
• Ability to work independently and collaborate with customers and internal teams.
• Willingness to participate in on‑call rotation and handle urgent incidents.

Required skills

• Windows, Linux and macOS operating systems
• Active Directory, Group Policy, OU management, hybrid AD/Entra ID
• Networking: firewalls, VLANs, VPNs, BGP, DHCP, DNS, routing
• MikroTik, Juniper network devices
• VoIP: SIP, PBX, Asterisk, FreePBX, 3CX, Kazoo, QoS
• Packet analysis: Wireshark, tcpdump, MikroTik Torch
• Azure AD (Entra ID), Intune, Okta, Zero‑Trust frameworks
• Virtualization: Hyper‑V, VMware, StarWind, TrueNAS Scale, Proxmox
• Backup & DR: Veeam
• Scripting/Automation: PowerShell, Python, Bash
• Migration tools for Google Workspace, Microsoft 365, AD to Entra ID
• Documentation platforms: ITGlue, Hudu, Confluence, internal wikis