SUPPORT & SYSTEMS ENGINEER (L2L3)

Zella Technologies; Bahçelievler; On-site; TRY 400,000 - 680,000; Full time

Job summary

Zella Technologies in Bahçelievler, Istanbul is seeking a hands-on Support & Systems Engineer to own Level 2/3 tickets, drive migrations, and help manage SLAs and KPIs. You will troubleshoot Windows, Linux, networking, VoIP, cloud platforms, and identity systems, and participate in on-call rotations as needed.

You will also contribute to documentation, automation, and infrastructure planning, supporting hybrid AD, cloud migrations, and diverse network devices across the IT stack.

Qualifications

• Own Level 2 and Level 3 support tickets.
• Lead system and tenant migrations.
• Manage SLAs and KPIs.
• Improve documentation and automation.
• On-call rotation for nights and weekends as needed.
• Troubleshoot Windows, Linux, macOS.
• Support Active Directory environments including hybrid setups.
• Troubleshoot complex networking issues (firewalls, VLANs, VPNs, BGP, DHCP, DNS).
• Configure and maintain network devices (MikroTik, Juniper).
• Resolve VoIP issues (SIP, PBX, Asterisk, FreePBX, 3CX, Kazoo, QoS).
• Packet capture with Wireshark and tcpdump.
• Support Azure AD Entra ID, Intune, Okta, Zero Trust.
• Maintain virtualized environments (Hyper-V, VMware, Proxmox, TrueNAS Scale, StarWind).
• Manage backup with Veeam.
• Security hardening, MFA, and compliance best practices.
• Automate tasks with PowerShell, Python, or Bash.

Responsibilities

• Provide advanced troubleshooting for Windows, Linux, and macOS systems.
• Manage Active Directory environments including GPOs and hybrid setups.
• Troubleshoot networking including firewalls, VLANs, VPNs, DNS, and routing.
• Plan and execute cloud and identity migrations (Google Workspace to Microsoft 365; Entra ID).
• Develop and maintain IT documentation in ITGlue, Confluence, and Wikis.
• Oversee support operations and drive KPI reporting and SLA compliance.

Skills

Windows

Linux

Networking

VoIP

Firewall

MikroTik

Juniper

Wireshark

tcpdump

PowerShell

Python

Bash

Azure AD / Entra ID

Intune

Okta

Zero Trust

Hyper-V

VMware

Proxmox

Veeam

Tools

MikroTik

Juniper

Hyper-V

VMware

StarWind

TrueNAS Scale

Proxmox

Veeam

Job description

Bahçelievler, Turkey | Posted on 08/13/2026

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