SUPPORT & SYSTEMS ENGINEER (L2L3)
On-siteCórdoba, Cordoba, Argentina
Job Summary
Provide advanced troubleshooting for Windows, Linux, macOS, and complex networking issues involving firewalls, VLANs, and VoIP systems. Manage Active Directory, enterprise network devices, and virtualized environments while automating tasks with PowerShell or Python. Plan and execute cloud and identity migrations, including Google Workspace to Microsoft 365 and Active Directory to Entra ID, defining scope, timelines, and rollback strategies. Maintain documentation in ITGlue, Confluence, and internal wikis, ensuring weekly quotas are met and SOPs are updated. Monitor SLA compliance for ticket response and resolution times, tracking KPIs for support performance and service delivery. This hands-on, leadership-oriented role requires participation in an on-call rotation for nights and weekends.
Required Qualifications
- Level 2 and Level 3 support ticket ownership
- System and tenant migration leadership
- SLA and KPI management
- Hands-on troubleshooting skills across Windows, Linux, networking, VoIP, security, automation, cloud platforms, and identity systems
- Infrastructure and cloud migration project planning and execution
- On-call rotation availability for nights and weekends
- Advanced troubleshooting for Windows, Linux, and macOS systems
- Active Directory environment management including GPOs, OUs, and hybrid AD setups
- Complex networking troubleshooting involving firewalls, VLANs, VPNs, BGP, DHCP, DNS, and routing
- MikroTik, Juniper, and other enterprise network device configuration and maintenance
- VoIP issue diagnosis and resolution including SIP, PBX systems, Asterisk, FreePBX, 3CX, and QoS
- Packet capture and traffic analysis using Wireshark, tcpdump, and MikroTik Torch
- Azure AD (Entra ID), Intune, and identity management platform support including Okta and Zero Trust frameworks
- Virtualized and hyper-converged environment maintenance including Hyper-V, VMware, StarWind, TrueNAS Scale, and Proxmox
- Backup and disaster recovery solution management including Veeam
- Security hardening, endpoint protection, MFA, and compliance best practices implementation
- Repetitive task automation using PowerShell, Python, or Bash
- Cloud and identity migration planning and execution including Google Workspace to Microsoft 365 and Active Directory to Entra ID
- Project scope definition including technical requirements, timelines, risks, and success criteria
- Detailed project plan building including milestones, dependencies, rollback strategies, and validation steps
- Migration execution with minimal downtime and clear stakeholder communication
- Customer coordination before, during, and after migrations
- Post-migration validation, documentation, and optimization
- Documentation maintenance within ITGlue, Hudu, Confluence, and internal Wiki systems
- Standard Operating Procedure (SOP) and knowledge base article creation
- Weekly documentation quota adherence
- Inefficiency identification and process improvement implementation
- SLA compliance for ticket response and resolution times
- Support performance, migrations, and service delivery KPI tracking
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