Support & Systems Engineer – Level 2 / Level 3

About the Role

This IT services provider offers managed, cybersecurity, cloud, and support solutions across sectors like logistics and healthcare. Utilizing a worldwide network of technicians, the firm delivers tailored technology and proactive environment management, including VoIP, infrastructure as a service, and cloud backups. As a Support & Systems Engineer, you will serve as a vital member of the technical staff. This position centers on managing escalated tickets, overseeing core infrastructure, and carrying out major migration tasks. You will operate within a cooperative setting, tasked with upholding documentation quality, aiding company expansion, and mentoring junior staff, all while coordinating effectively with international operations.

Requirements

• You should have three to five years of experience in Level 2 or 3 support within an enterprise, ISP, or MSP setting.
• Advanced skill in troubleshooting macOS, Windows, and Linux is required, alongside deep knowledge of DNS, DHCP, Group Policy, Active Directory, and hybrid identity systems like Entra ID and Microsoft 365.
• You need strong networking skills, specifically regarding VLANs, firewalls, VPNs, TCP/IP, and routing.
• Technical expertise in disaster recovery, backups, and virtualization platforms like Hyper-V or VMware is necessary.
• You must understand cybersecurity principles and be able to perform incident response and security hardening.
• High organizational skills, the ability to work independently from a remote location, and excellent written and verbal English communication skills are essential.
• You must be committed to ongoing learning, be available for a full-time remote schedule, and be capable of coordinating with U.S.-based teams.

Responsibilities

• You will manage and settle complex Level 2 and Level 3 tickets by performing root-cause investigations and applying fixes to stabilize systems.
• Your core tasks include maintaining and observing Linux and Windows servers, plus virtual platforms like VMware and Proxmox.
• You will oversee network components such as routing, switching, and firewalls, alongside troubleshooting telecommunications and VoIP technology.
• Regular duties include managing Microsoft 365 services, such as Intune and Entra ID, and keeping systems updated through patching.
• Your role involves planning and delivering infrastructure migrations, including identity and cloud transitions, while ensuring stakeholders are kept informed.
• All work must be recorded in platforms like Hudu or ITGlue, including the creation of knowledge base content and SOPs.
• You will engage in on-call shifts, handle security issues, oversee backups, and mentor Level 1 staff to meet service level agreements.

Benefits & Perks

• The position provides a full-time remote work arrangement involving a diverse array of cybersecurity, telecommunications, and managed IT tools.
• You will have the chance to lead major cloud migrations and manage complicated support cases.
• Professional growth is encouraged through internal knowledge sharing and training.
• While the role is primarily remote, you may occasionally need to visit data centers or client sites.