Technical Specialist - Backup/Restoration

About the Role

We are hiring an experienced Level 2 Technical Specialist for the company's cloud backup and recovery service. The role is roughly half technical support and data recovery, and half customer-facing work: running free trials, quoting new customers, growing existing accounts and supporting MSP partners. Customers and partners come to you when an issue is more than a routine ticket, and you turn trials into paying customers.

Key Responsibilities:

Technical Support & Troubleshooting

• Take escalations from Level 1 support and work through complex backup issues with customers, their IT contacts and their software vendors.
• Install, configure and test backup software on servers and endpoints, and move subscriptions to replacement machines.
• Fix failed and missed backups (file and image) by finding the root cause, not just re-running jobs.

Data Recovery

• Restore files, folders and full systems for customers, including large bulk restores, and transfer the data back to them securely.
• Restore databases and Microsoft 365 (OneDrive / SharePoint) data, with help from a senior specialist on the hardest cases.
• Join the after-hours emergency restore rotation (paged; callback within one hour).

Service Quality

• Update every ticket in the PSA (HaloPSA) the same day, and document fixes so Level 1 ca