SUPPORT & SYSTEMS ENGINEER (L2L3)

Job Description

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.

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

Requirements
Proven experience as a Level 2 Technician in an MSP environment. Strong knowledge of networking, servers, data centers, enterprise environments, and VOIP systems. Experience with scripting for RMM automation. Proficiency in ConnectWise PSA and ConnectWise Automate/Labtech. Excellent English communication skills, both verbal and written. Demonstrated experience in dealing directly with end-users. Capable of creating and implementing effective SOPs and managing comprehensive documentation. Relevant industry certifications (e.g., CCNA, MCSE, VCP). Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent professional experience.