Technical Specialist - Backup/Restoration

Prime System Solutions; Islamabad; Sur place; PKR 1 674 000 - 2 344 000; Plein temps

Résumé du poste

Prime System Solutions is hiring an experienced Level 2 Technical Specialist to support our cloud backup and recovery service. The role blends technical troubleshooting with customer-facing activities, including trial setup, quotes, and MSP partner support.

You will handle escalations, perform secure data restores, and ensure accurate ticketing and handoff to billing. Strong English communication and Windows expertise are essential.

Qualifications

• 3+ years in Level 2 IT support at MSP/IT services
• Backup and recovery on file/image/VM restoration
• Windows and server administration
• Excellent English communication

Responsabilités

• Handle escalations from Level 1 and resolve complex backup issues
• Install, configure and test backup software on servers and endpoints
• Perform data restores including large bulk restores and MS 365 data
• Join after-hours emergency restore rotation
• Update tickets in the PSA the same day and document fixes
• Quote trials and convert to paid customers
• Handle storage upgrades and add-ons for existing customers
• Engage MSP partners with trials, quotes and pricing

Connaissances

Level 2 support

MSP experience

Backup & recovery

Windows Server admin

Customer communication

PSA systems

English fluency

Remote support

Home office setup

Outils

HaloPSA

ConnectWise

Autotask

Description du poste

About The Role

We are hiring an experienced Level 2 Technical Specialist for the company's cloud backup and recovery service. The role is roughly half technical support and data recovery, and half customer-facing work: running free trials, quoting new customers, growing existing accounts and supporting MSP partners. Customers and partners come to you when an issue is more than a routine ticket, and you turn trials into paying customers.

Key Responsibilities

Technical Support & Troubleshooting

• Take escalations from Level 1 support and work through complex backup issues with customers, their IT contacts and their software vendors
• Install, configure and test backup software on servers and endpoints, and move subscriptions to replacement machines
• Fix failed and missed backups (file and image) by finding the root cause, not just re-running jobs

Data Recovery

• Restore files, folders and full systems for customers, including large bulk restores, and transfer the data back to them securely
• Restore databases and Microsoft 365 (OneDrive / SharePoint) data, with help from a senior specialist on the hardest cases
• Join the after-hours emergency restore rotation (paged; callback within one hour)

Service Quality

• Update every ticket in the PSA (HaloPSA) the same day, and document fixes so Level 1 can handle them next time
• Flag recurring problems and suggest process or product improvements

Trials & New Customers

• Run the 30-day free trial: set it up, check in during the trial, and use it to confirm how much data the customer needs to protect
• Quote the service using a package-pricing calculator, and collect payment details through secure payment tools
• Hand every won customer to billing with a complete, accurate quote and the referring partner's ID

Existing Customers

• Handle storage upgrades and downgrades, extra devices, and image backup and endpoint protection add-ons
• Work the over-quota report: contact customers whose data has outgrown their plan and move them to the right package
• Handle cancellation requests through the offboarding process, and try to save the account where it makes sense

MSP Partners

• Be the first point of contact for MSP partners on trials, quotes, pricing and technical questions
• Take new partners through onboarding: information, a demo and their first trial

Reporting

• Send a weekly report on trials, conversions, partner activity and account changes

Working Guidelines

• Take customer payment details only through secure payment tools, never by email, chat or notes
• Keep customer data, credentials and encryption keys strictly confidential

Requirements

• 3+ years in Level 2 IT support at an MSP, IT services company or SaaS/backup vendor, supporting US small businesses
• 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. This is not a pure back-office technician role
• Experience with a PSA or ticketing system (HaloPSA, ConnectWise, Autotask or similar)
• Excellent spoken and written English
• Your own laptop, headset, reliable internet connection and a quiet place to work