Cloud Backup & Recovery Specialist (Level 2)

Prime System Solutions

Lahore

On-site

PKR 900,000 - 1,500,000

Full time

8 days ago

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Job summary

Prime System Solutions is seeking an experienced Level 2 Technical Specialist to support our cloud backup and recovery service. The role blends technical troubleshooting with customer-facing work: running free trials, quoting new customers and assisting MSP partners.

The ideal candidate has 3+ years in Level 2 IT support, hands-on backup/recovery experience, strong Windows Server skills and excellent English. You will handle escalations, restore data, and contribute to service improvements.

Qualifications

3+ years in Level 2 IT support at an MSP, IT services company or SaaS/backup vendor.
Hands-on backup and recovery experience: file and image backup, bare-metal and VM restores.
SQL and Microsoft 365 backup experience is a plus.
Strong Windows and Windows Server administration and remote-support skills.
Comfortable on the phone with customers and confident quoting and recommending services.

Responsibilities

Take escalations from Level 1 support and work through complex backup issues with customers and their IT contacts.
Install, configure and test backup software on servers and endpoints, and move subscriptions to replacement machines.
Fix failed and missed backups by finding the root cause, not just re-running jobs.
Restore files, folders and full systems for customers, including large bulk restores, and transfer the data back to them securely.
Join the after-hours emergency restore rotation and respond to paging within an hour.
Update every ticket in the PSA the same day and document fixes for Level 1 handling.
Flag recurring problems and suggest process or product improvements.
Run 30-day free trials, quote services, and hand won customers to billing with complete quotes.