L2 Support Engineer - Cloud Infrastructure (3-6 yrs)

Role : Level Two Support Engineer

Department : Operations/Support

Shift: 1. Sunday to Thursday from 9:30 PM 6:30 AM EST

Shift 2. Tuesday to Sunday from 2pm 10:30pm EST

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 related 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.

- Experience in Veeam backup technology

Preferred Qualifications :

- Experience with ConnectWise (PSA, RMM, SIEM) technologies.

- Scripting proficiency in PowerShell, VB, or similar languages.

- Familiarity with Windows server management and MySQL/Apache administration.