Level 2 Technical Specialist
Prime System Solutions is looking for an experienced Level 2 Technical Specialist to support Dr. Backup, a cloud backup and data recovery service supporting small and mid-sized businesses through MSP partners across the United States.
This is a hybrid technical and customer-facing role. Approximately 50% of the role will focus on Level 2 technical support, backup troubleshooting, and data recovery, while the other 50% will involve customer and partner communication, free trials, quotations, account support, and identifying opportunities to expand existing services.
The ideal candidate is someone who can troubleshoot complex technical issues independently while confidently communicating with customers and MSP partners.
KEY RESPONSIBILITIES
Technical Support & Data Recovery
- Handle Level 2 escalations involving backup, recovery, and technical issues.
- Troubleshoot failed, missed, or incomplete file and image backups by identifying and resolving the root cause.
- Install, configure, test, and troubleshoot backup software on servers and endpoints.
- Perform file, folder, system, and bulk data restores.
- Assist with bare-metal and virtual machine restores.
- Support database and Microsoft 365 data recovery, including OneDrive and SharePoint.
- Troubleshoot backup-related issues with customers, IT contacts, and software vendors.
- Support the migration or trans
