Advanced Technical Support Engineer
2 weeks ago
Salary: 55000
Position: Level Two Support Engineer
Department: Operations/Support
Work Schedule: Full-time, Monday-Friday (Participation in rotating on-call duties required)
About PerformivePerformive collaborates with mid-sized enterprises to provide secure, managed technology solutions, on-demand engineering resources, and around-the-clock customer support. Our mission is to assist businesses in streamlining their daily operations, enabling them to focus on growth with confidence. We prioritize our team members, cultivating an environment that promotes professional development, innovation, and teamwork.
Role OverviewAs a Level Two Support Engineer, you will play a vital role in the Performive Operations and Support team. You will work alongside a global network of IT professionals to manage, support, and enhance top-tier virtualization, security solutions, cloud infrastructure, and production server environments. Your primary focus will be on delivering second-level support for escalated issues and ensuring the smooth operation of client environments.
Key Responsibilities- Deliver second-level engineering and technical support for virtual servers, cloud infrastructure, data protection solutions, and managed services.
- Assist in monitoring, maintaining, and optimizing virtual server environments to guarantee high availability and performance.
- Oversee OS administration, updates, and patch management across various environments.
- Implement, recover, and troubleshoot backup solutions utilizing tools such as Veeam and VMware.
- Address escalated tickets, ensuring prompt resolution and effective communication with clients.
- Participate in a 24/7 on-call support rotation, responding to incidents and issues as needed.
- Document technical processes, procedures, and customer configurations for internal knowledge sharing.
- Maintain records of work performed within approved CRM ticketing systems.
- Provide mentorship and constructive feedback to Level One Support team members, assisting with training as necessary.
- At least 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 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).
- Excellent problem-solving skills with a customer-first approach.
- Strong verbal and written communication abilities.
- Capability to manage multiple tasks effectively while maintaining high-quality standards.
- Familiarity with ConnectWise (PSA, RMM, SIEM) technologies.
- Scripting skills in PowerShell, VB, or similar languages.
- Experience with Linux server management and MySQL/Apache administration.
- 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.
Performive is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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