Technical Specialist - Backup/Restoration

About the role

We are looking for an experienced Level 2 Technical Specialist to join our cloud backup and recovery service team. The role blends technical support and data recovery with customer‑facing activities such as running free trials, quoting new customers, and supporting MSP partners.

Key responsibilities

• Take escalated tickets from Level 1, troubleshoot complex backup issues, and work with customers, their IT contacts, and software vendors.
• Install, configure, test backup software on servers and endpoints, and migrate subscriptions to replacement machines.
• Fix failed and missed file or image backups by identifying root causes.
• Restore files, folders, full systems, databases, and Microsoft 365 data, handling large bulk restores securely.
• Participate in after‑hours emergency restore rotation with a one‑hour response time.
• Update tickets in HaloPSA daily, document fixes, and flag recurring problems for improvement.
• Run 30‑day free trials, set them up, monitor progress, and convert trials into paying customers.
• Quote services using a pricing calculator, collect secure payment details, and hand won customers to billing.
• Manage existing accounts: storage upgrades/downgrades, add‑ons, over‑quota notifications, and cancellation/off‑boarding processes.
• Serve as first point of contact for MSP partners on trials, quotes, pricing, and technical queries, and onboard new partners.

Required profile

• 3+ years of Level 2 IT support experience at an MSP, IT services firm, or SaaS/backup vendor supporting US small businesses.
• Hands‑on experience with file and image backup, bare‑metal and VM restores; SQL and Microsoft 365 backup experience is a plus.
• Strong Windows and Windows Server administration skills and remote‑support capability.
• 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
• HaloPSA or similar ticketing system
• SQL backup experience
• Microsoft 365 (OneDrive/SharePoint) backup