Level 2 MSP Support Engineer

Job Title: Level Two Support Engineer 

Location: Atlanta, GA (Remote option available) 

Department: Operations/Support 

Shift: Full-time, Sunday through Thursday, 2 PM to 11 PM EST,

About Performive 

Performive partners with growing mid-sized companies by delivering secure, managed technology and platform solutions, on-demand engineering resources, and 24/7/365 Devoted Customer Support. We help businesses manage and simplify their day-to-day operations, allowing them to focus confidently on growth. At Performive, we put our team members at the center of everything we do, fostering an environment that encourages professional growth, innovation, and collaboration.

About the Role 

As a Level Two Support Engineer, you will be a critical part of the Performive Operations and Support team. You will collaborate with a global network of IT professionals to manage, support, and optimize world-class virtualization, security solutions, cloud infrastructure, and production server environments. Your role will be focused on providing second-level support for escalated issues and ensuring the seamless operation of client environments.

Key Responsibilities 

• Provide second-level engineering and technical support for virtual servers, cloud infrastructure, data protection solutions, and managed services.
• Assist in the monitoring, maintenance, and optimization of virtual server environments to ensure high availability and performance.
• Manage OS administration, updates, and patch management across Windows Server, Linux, and other environments.
• Implement, recover, and troubleshoot backup solutions using Veeam, VMware, and other tools.
• Respond to escalated tickets, ensuring timely resolution and communication with clients.
• Participate in team rotating on-call, addressing high-severity incidents and issues as required.
• Document technical processes, procedures, and customer configurations for internal knowledge sharing.
• Document work performed within approved CRM ticketing systems.
• Provide mentorship and feedback to Level One Support team members, assisting with training as needed.
  

Required Skills & Experience 

• Minimum 3 years of professional experience in a Level 2 or similar advanced/escalation support role involving system administration or advanced technical support, preferably within an MSP.
• Proficiency in supporting and troubleshooting Windows Server architecture, Active Directory, and domain management.
• Knowledge of IT security best practices and compliance standards.
• Experience with virtualization technologies (Hyper-V, VMware) and cloud platforms (AWS, Azure).
• Strong understanding of core Internet protocols (DNS, HTTP/HTTPS, IP, TCP/UDP, etc.).
• Experience with backup/recovery solutions (Veeam, Zerto, R1Soft).
• Solid problem-solving skills with a customer-first mindset.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks effectively while maintaining high-quality standards.

Preferred Qualifications 

• Experience with ConnectWise (PSA, RMM, SIEM) technologies.
• Scripting proficiency in PowerShell, VB, or similar languages.
• Familiarity with Linux server management and MySQL/Apache administration.
  

What We Offer 

• Competitive salary.
• Medical, Dental, and Vision coverage.
• 401K with company match.
• Paid Time Off and flexible work schedules.
• Ongoing training and certification opportunities.
• A collaborative and inclusive company culture with opportunities for professional growth.

Equal Opportunity Employer 

Performive is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.