Cloud Backup & Recovery Specialist - Level 2

Prime System Solutions

Lahore

On-site

PKR 90,000 - 150,000

Full time

5 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 balances technical troubleshooting with customer-facing work, including running trials, quoting new customers, and assisting MSP partners.

You will handle escalations from Level 1, install and test backup software on servers and endpoints, perform restores (including Microsoft 365), and participate in after-hours emergency restores when required.

Qualifications

3+ years in Level 2 IT support at MSP/IT services or SaaS/backup vendor.
Hands-on backup and recovery: file, image, bare-metal and VM restores; SQL/M365 a plus.
Strong Windows and Windows Server administration with remote support skills.
Comfortable on the phone, quoting and recommending services; not a back-office role.
Experience with PSA or ticketing systems such as HaloPSA, ConnectWise or Autotask.
Excellent spoken and written English.
Own laptop, headset, reliable internet, quiet workspace.

Responsibilities

Take escalations from Level 1 and resolve complex backup issues with customers and vendors.
Install, configure and test backup software on servers/endpoints; move subscriptions.
Fix failed backups by root-cause analysis rather than re-running jobs.
Restore files/folders/systems, including large bulk restores and MS 365 data.
Join after-hours emergency restore rotation and respond promptly.
Update every ticket the same day and document fixes for Level 1 reuse.
Assist trials, quotes, pricing and onboarding for new customers/partners.
Handle storage upgrades/downgrades and add-ons for existing customers.