SUPPORT & SYSTEMS ENGINEER (L2L3)

Zella Technologies, LLC; Ege Bölgesi; On-site; TRY 1,000,000 - 1,600,000; Full time

Job summary

Zella Technologies, LLC in Bahçelievler, Turkey, is seeking a Support & Systems Engineer to own Level 2/3 tickets, lead system migrations, and manage SLAs and KPIs. You will oversee documentation and support operations, with on-call rotations for nights and weekends as needed.

The role requires deep troubleshooting across Windows, Linux, networking, VoIP, cloud platforms, and identity systems, plus planning and executing infrastructure migrations.

Qualifications

• Experience owning Level 2/3 support and migrations for Windows, Linux, and cloud platforms.
• Proven ability to manage Active Directory environments, GPOs, OUs, and hybrid AD setups.
• Strong networking troubleshooting skills including firewalls, VLANs, VPNs, BGP, DHCP, DNS, and routing.
• Hands-on with VoIP systems (SIP, PBX) and related QoS.
• Experience with Azure AD/Entra ID, Intune, Okta, and Zero Trust frameworks.
• Experience maintaining virtualized environments (Hyper-V, VMware, Proxmox, StarWind, TrueNAS Scale).
• Proficiency in automation and scripting (PowerShell, Python, Bash).
• Experience with backup and DR solutions (Veeam).
• Security hardening, MFA, and compliance best practices.
• Plan and execute migrations (cloud and identity) with minimal downtime.

Responsibilities

• Provide advanced troubleshooting for Windows, Linux, and macOS systems.
• Manage Active Directory environments including GPOs, OUs, and hybrid AD setups.
• Troubleshoot complex networking issues, including firewalls, VLANs, VPNs, and routing.
• Configure and maintain enterprise network devices (MikroTik, Juniper).
• Diagnose VoIP issues (SIP, PBX, Asterisk, FreePBX, 3CX, Kazoo) and QoS.
• Perform traffic analysis with Wireshark, tcpdump, and MikroTik Torch.
• Support Azure AD Entra ID, Intune, Okta, and Zero Trust identity platforms.
• Maintain virtualized environments (Hyper-V, VMware, StarWind, TrueNAS Scale, Proxmox).
• Manage backup and disaster recovery (Veeam).
• Automate repetitive tasks using PowerShell, Python, or Bash.
• Plan cloud and identity migrations (Google Workspace to MS 365; Entra ID, Exchange Online).
• Coordinate migrations with customers, validate post-migration results, and document improvements.

Skills

Windows Server

Linux

macOS

Active Directory

Hybrid AD

Networking

VoIP

SIP / PBX

DNS / DHCP

Firewalling

MikroTik / Juniper

Cloud platforms

Scripting

Automation

Azure AD Entra ID

Intune

Okta / Zero Trust

Tools

Wireshark

tcpdump

MikroTik Torch

Hyper-V

VMware

StarWind

TrueNAS Scale

Proxmox

Veeam

ITGlue

Hudu

Confluence

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