Level 2 MSP Support Engineer

Job Title:
Level 2 MSP Support Engineer
Location: Atlanta, GA (Open to remote for the right candidate) 
Department: Operations/Support 
Shift: Full-time, Tuesday through Saturday, 2 PM to 11 PM EST 

About Performive 
Performive partners with growing mid-sized companies to deliver 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 promotes professional growth, innovation, and collaboration. 

About the Role 
As a Level 2 MSP Support Engineer, you will be a critical member of the Performive Operations and Support team. You’ll collaborate with a global network of IT professionals to manage, support, and optimize world-class virtualization, security solutions, cloud infrastructure, and production server environments. This role focuses on providing second-level support for escalated issues and ensuring the seamless operation of client environments. 

Technologies Used 

As a Level Two Support Engineer at Performive, you’ll engage with a robust suite of industry-leading platforms and tools, including: 

• Operating Systems: Windows Server, Linux 

• Virtualization: VMware, Hyper-V 

• Backup & Recovery: Veeam, Zerto, R1Soft 

• Cloud Platforms: AWS, Azure 

• Directory Services: Active Directory 

• Network Protocols: DNS, HTTP/HTTPS, IP, TCP/UDP 

• Scripting Languages: PowerShell, VBScript (preferred) 

• Database & Web Technologies: MySQL, Apache (preferred) 

• Security & Monitoring: ConnectWise (SIEM, RMM, PSA) 
   

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  

• At least 3 years of experience in a Level 2 or advanced technical support role, focused on system administration and escalation support—preferably within an MSP setting. 

• Deep proficiency with Windows Server Administration, Active Directory, and domain infrastructure.  

• Understanding of IT security principles and regulatory compliance frameworks. 

• Hands-on experience with virtualization (VMware, Hyper-V, Openstack) and cloud services (Azure, AWS). 

• Strong grasp of core Internet protocols including DNS, HTTP/S, IP, and TCP/UDP. 

• Professional experience administrating backup and disaster recovery solutions such as Veeam, Zerto, and R1Soft (strong experience). 

• Excellent problem-solving skills with a customer-first approach to service delivery. 

• Outstanding verbal and written communication abilities. 

• Proven ability to manage multiple priorities without compromising quality or consistency. 
   

Preferred Qualifications  

• Proven ability to administer and troubleshoot Windows and Linux server environments in production settings. 

• Proficiency with ConnectWise technologies (PSA, RMM, SIEM). 

• Scripting experience in PowerShell, VBScript, or similar languages. 

• Familiarity with Veeam and AS400 environments. 

• Experience with virtualization and cloud platforms, including VMware and Microsoft Azure. 

• Professional administrative experience with Microsoft Office 365 security solutions. 

• Active Microsoft certifications related to Azure, Office 365. 
   

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.