Technical Specialist – Backup & Restoration

About the role

We are looking for an experienced Level 2 Technical Specialist to support our cloud backup and recovery service. The position blends technical support, data recovery, and customer‑facing activities such as trial management, quoting, and partner support.

Key responsibilities

• Take escalated tickets, troubleshoot complex backup issues, and work with customers, IT contacts, and software vendors.
• Install, configure, and test backup software on servers and endpoints, and migrate subscriptions to new machines.
• Diagnose and fix failed or missed file and image backups, restoring data securely.
• Perform data recovery, including bulk restores, database restores, and Microsoft 365 (OneDrive/SharePoint) restores.
• Participate in after‑hours emergency restore rotation with a one‑hour response SLA.
• Maintain ticket documentation in HaloPSA, flag recurring problems, and suggest improvements.
• Run 30‑day free trials, quote services, collect secure payments, and hand over won customers to billing.
• Manage existing accounts: storage changes, add‑ons, over‑quota notifications, and cancellation processes.
• Serve as first point of contact for MSP partners on trials, pricing, and technical questions, and onboard new partners.

Required profile

• 3+ years of Level 2 IT support experience at an MSP, IT services firm, or SaaS/backup vendor serving US small businesses.
• Hands‑on experience with file and image backup, bare‑metal and VM restores; SQL and Microsoft 365 backup a plus.
• Strong Windows and Windows Server administration and remote‑support skills.
• Comfortable speaking with customers on the phone and confident in quoting and recommending services.
• Experience with a PSA or ticketing system such as HaloPSA, ConnectWise, or Autotask.
• Excellent spoken and written English.
• Own laptop, headset, reliable internet connection, and a quiet workspace.

Required skills

• Backup and recovery software (file, image, bare‑metal, VM)
• Windows & Windows Server administration
• Remote support tools
• PSA/ticketing systems (HaloPSA, ConnectWise, Autotask)
• SQL backup experience
• Microsoft 365 backup (OneDrive, SharePoint)