Technical Specialist - Backup Restoration

Prime System Solutions; Lahore; On-site; PKR 90,000 - 150,000; Full time

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.

Skills

Level 2 IT support

Backup & recovery

Windows Server admin

Customer facing

MSP / SaaS knowledge

Tools

HaloPSA

ConnectWise

Autotask

Job description

Job Description:

About the Role

We are hiring an experienced Level 2 Technical Specialist for the companys 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 partners 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.