Technical Specialist - Backup/Restoration

We are seeking an experienced Level 2 Technical Specialist to join our team, focusing on cloud backup and recovery services. This role combines technical support and data recovery with customer-facing responsibilities such as managing free trials, quoting new customers, expanding existing accounts, and supporting MSP partners. You will handle escalated issues beyond routine tickets and play a key role in converting trials into paying customers.

Key Responsibilities

Technical Support & Troubleshooting:
- Manage escalations from Level 1 support, resolving complex backup issues in collaboration with customers, their IT contacts, and software vendors.
- Install, configure, and test backup software on servers and endpoints, including migrating subscriptions to replacement machines.
- Diagnose and fix failed or missed backups (file and image), focusing on root cause analysis rather than simply rerunning jobs.

Data Recovery:
- Perform file, folder, and full system restores for customers, including large-scale bulk restores, ensuring secure data transfer.
- Restore databases and Microsoft 365 data (OneDrive, SharePoint), working with senior specialists on complex cases.
- Participate in an after-hours emergency restore rotation, responding within one hour when paged.

Service Quality:
- Update all tickets in the PSA system (HaloPSA) on the same day and document solutions to empower Level 1 support to handle similar issues in the future.
- Identify recurring problems and recommend process or product improvements.

Trials & New Customers:
- Manage the 30-day free trial process, including setup, monitoring, and assessing customer data protection needs.
- Provide accurate service quotes using package-pricing tools and securely collect payment details.
- Ensure smooth handoff of new customers to billing with complete quotes and partner identification.

Existing Customers:
- Manage storage plan changes, additional devices, and add-ons such as image backup and endpoint protection.
- Monitor over-quota reports, contacting customers to adjust their plans accordingly.
- Handle cancellation requests through the offboarding process, attempting to retain accounts when appropriate.

MSP Partners:
- Serve as the primary contact for MSP partners regarding trials, quotes, pricing, and technical inquiries.
- Guide new partners through onboarding, including information sharing, demos, and their initial trial.

Reporting:
- Provide weekly reports covering trials, conversions, partner activities, and account updates.

Working Guidelines:
- Collect customer payment details exclusively through secure payment tools; never via email, chat, or notes.
- Maintain strict confidentiality of customer data, credentials, and encryption keys.

Required Qualifications

- Minimum of 3 years’ experience in Level 2 IT support within an MSP, IT services company, or SaaS/backup vendor, supporting US small businesses.
- Practical experience with backup and recovery processes, including file and image backups, bare-metal restores, and VM restores. Experience with SQL and Microsoft 365 backups is advantageous.
- Strong skills in Windows and Windows Server administration, along with remote support capabilities.
- Comfortable engaging with customers over the phone and confident in quoting and recommending services; this role involves significant customer interaction beyond technical tasks.
- Familiarity with PSA or ticketing systems such as HaloPSA, ConnectWise, Autotask, or similar platforms.
- Excellent verbal and written English communication skills.
- Access to a personal laptop, headset, reliable internet connection, and a quiet workspace.

This role offers the opportunity to work at the intersection of technical expertise and customer engagement, contributing directly to customer success and business growth.