Support & Systems Engineer – Level 2 / Level 3

This is a fully remote position, open to applicants in Turkey.

📋 Description

• Take ownership, troubleshoot, and resolve escalated Level 2 and Level 3 support tickets within customer environments.

• Provide expert troubleshooting for Windows, Linux, macOS, Windows Server, applications, hardware, storage, authentication, and connectivity issues.

• Manage Active Directory, Group Policy Objects (GPOs), Organizational Units (OUs), DNS, DHCP, hybrid identity, Microsoft 365, Exchange Online, Entra ID, Intune, and related identity platforms.

• Diagnose issues with firewalls, VLANs, VPNs, BGP, switching, routing, enterprise networking equipment, VoIP, SIP, PBX systems, QoS, and telecommunications services.

• Conduct packet capture and traffic analysis using tools such as Wireshark, tcpdump, and MikroTik Torch.

• Manage and troubleshoot virtualized and hyper-converged environments including Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox.

• Monitor infrastructure, investigate alerts, maintain backup and disaster recovery solutions, perform restorations, and validate recovery readiness.

• Investigate security alerts and incidents; implement approved hardening, endpoint protection, MFA, Zero Trust, and remediation strategies.

• Plan and execute migrations for cloud, infrastructure, and identity, including transitions from Google Workspace to Microsoft 365 and from Active Directory to Entra ID.

• Oversee assigned migration projects from discovery to completion, including planning, testing, execution, validation, documentation, and handoff.

• Automate administrative and operational tasks utilizing PowerShell, Python, Bash, and other tools.

• Maintain technical documentation, standard operating procedures (SOPs), knowledge-base articles, troubleshooting guides, and customer infrastructure records.

• Meet service level agreements (SLAs) and key performance indicators (KPIs); document ticket notes, work logs, customer communications, and resolution details.

• Provide technical mentorship to Level 1 and junior technicians while contributing to training and process enhancements.

• Collaborate with customers, vendors, carriers, internal teams, and U.S.-based operations.

• Participate in scheduled meetings, on-call rotations, after-hours incident response, and occasional authorized travel to customer or data-center locations.

⛳️ Requirements

• Robust hands-on experience delivering Level 2 and/or Level 3 technical support in an MSP, ISP, enterprise IT, or similar technology environment.

• Advanced troubleshooting expertise across Windows, Windows Server, Linux, and common business applications.

• Proficient in administering and troubleshooting Active Directory, Group Policy, DNS, DHCP, user permissions, and Windows domain environments.

• Experience with Microsoft 365, Exchange Online, Entra ID, and identity management technologies.

• Strong grasp of TCP/IP, subnetting, VLANs, routing, switching, DNS, DHCP, VPNs, and firewall technologies.

• Experience in administering or troubleshooting Hyper-V, VMware, or Proxmox solutions.

• Familiarity with backup and disaster recovery solutions, including troubleshooting failures and executing restorations.

• Understanding of cybersecurity fundamentals, endpoint protection, MFA, access controls, security hardening, and incident response.

• Capability to troubleshoot Linux using SSH, command-line utilities, system logs, and service management tools.

• Experience in independently resolving incidents, performing root-cause analysis, and determining when to escalate issues.

• Familiarity with remote monitoring and management (RMM), ticketing systems, and technical documentation platforms.

• Understanding of SLAs, incident priorities, change management, and professional IT service delivery.

• Ability to create and maintain technical documentation, SOPs, and troubleshooting records.

• Experience with technical project execution, infrastructure changes, upgrades, or migrations.

• Strong written and verbal communication skills in English.

• Ability to work independently in a remote setting and coordinate working hours with U.S.-based operations.

• Willingness to participate in scheduled meetings and on-call rotations.

• Reliable internet connectivity and a secure remote working environment.

• Ability to adhere to security policies, change management procedures, and customer data protection requirements.

• Preferred: 3–5+ years of relevant experience.

• Preferred experience with MSPs, advanced Windows Server, Linux distributions, Microsoft 365, networking equipment, VoIP/PBX systems, virtualization, Veeam, automation, migrations, and technical leadership.

• Preferred certifications include CompTIA Network+/Security+, Microsoft Azure Administrator Associate, Microsoft 365/Entra, Cisco CCNA, Juniper JNCIA, virtualization, Veeam, and related cybersecurity/networking/Linux/cloud certifications; certifications are not mandatory.

🏝️ Benefits

• Remote work arrangement.

• Assigned on-call rotation compensation/availability for nights, weekends, and critical support incidents.

• Opportunities to engage with a variety of managed IT, telecommunications, cloud, networking, and cybersecurity technologies.

• Opportunities to take charge of complex support incidents and infrastructure/cloud migration projects.

• Technical learning, knowledge sharing, and internal training opportunities.