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Technical Specialist - Backup/Restoration

5 hours, 26 minutes ago
South Africa
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
SQL Windows Server
Apply Now
Prime System Solutions

Prime System Solutions

Prime System Solutions delivers tailored IT Solutions and Support to help businesses grow, streamline operations, and scale with confidence across industries.

Internet Software & Services
View All Jobs 15

Description

  • Resolve escalated backup issues with customers, IT contacts, and software vendors.
  • Install, configure, test, and migrate backup software across servers and endpoints.
  • Diagnose and resolve failed or missed file and image backups at the root-cause level.
  • Perform file, folder, full-system, database, and Microsoft 365 data restores, including large bulk recoveries.
  • Participate in the after-hours emergency restore rotation with a one-hour callback requirement.
  • Document tickets and resolutions in HaloPSA and identify recurring issues for process or product improvements.
  • Set up and manage 30-day trials, assess customer protection needs, prepare quotes, and collect payments through secure tools.
  • Manage upgrades, downgrades, additional devices, add-ons, over-quota accounts, and cancellation requests.
  • Support MSP partners with trials, pricing, technical questions, onboarding, demonstrations, and first trials.
  • Prepare weekly reports covering trials, conversions, partner activity, and account changes.

Requirements

  • 3+ years of Level 2 IT support experience at an MSP, IT services company, or SaaS/backup vendor serving U.S. small businesses.
  • Hands-on experience with file and image backup, bare-metal restores, and virtual machine restores.
  • Experience administering Windows and Windows Server and providing remote technical support.
  • Comfort speaking with customers and confidently quoting and recommending services.
  • Experience with a PSA or ticketing system such as HaloPSA, ConnectWise, Autotask, or similar.
  • Excellent spoken and written English.
  • SQL and Microsoft 365 backup experience preferred.
  • Ability to provide a laptop, headset, reliable internet connection, and quiet home workspace.
  • Willingness to participate in an after-hours emergency restore rotation.
  • Ability to protect customer payment details, data, credentials, and encryption keys through strict confidentiality practices.

Interested in this position?

Apply directly on the company website

Apply Now

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