Technical Specialist – Backup/Restoration

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Address escalated issues from Level 1 support and resolve intricate backup challenges alongside customers, IT contacts, and software vendors.

• Install, configure, and test backup software on servers and endpoints, as well as migrate subscriptions to replacement machines.

• Analyze and rectify failed or missed file and image backups by determining root causes.

• Restore files, folders, complete systems, databases, and Microsoft 365 data, including extensive bulk restores, while ensuring secure data transfer.

• Participate in the after-hours emergency restore rotation, which includes a one-hour callback obligation.

• Update each HaloPSA ticket on the same day and document solutions for Level 1 support.

• Identify recurring issues and propose process or product enhancements.

• Conduct 30-day free trials, track customer progress, and evaluate data protection requirements.

• Provide service quotes using a package-pricing calculator and collect payment details through secure payment methods.

• Transition acquired customers to billing with complete quotes and reference partner IDs.

• Manage changes in storage, additional devices, image backup, and endpoint protection add-ons.

• Reach out to over-quota customers, transition them to suitable packages, process cancellations, and strive for account retention when feasible.

• Assist MSP partners with trials, quotes, pricing, and technical inquiries.

• Facilitate onboarding for new MSP partners through information sharing, demonstrations, and initial trials.

• Generate weekly reports on trials, conversions, partner engagement, and account modifications.

• Safeguard customer data, credentials, and encryption keys with the utmost confidentiality.

⛳️ Requirements

• Minimum of 3 years in Level 2 IT support within an MSP, IT services firm, or SaaS/backup vendor, assisting US small businesses.

• Practical experience in backup and recovery: file and image backup, bare-metal, and VM restores. Familiarity with SQL and Microsoft 365 backup is advantageous.

• Proficient in Windows and Windows Server administration as well as remote support capabilities.

• Comfortable communicating with customers over the phone and confident in quoting and recommending services. This position is not solely back-office technical work.

• Experience with a PSA or ticketing system (such as HaloPSA, ConnectWise, Autotask, or similar).

• Exceptional spoken and written English skills.

• Possess your own laptop, headset, reliable internet connection, and a quiet workspace.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunity for professional development and career advancement.

• Flexible work hours and the possibility of remote work.

• Supportive team environment with a focus on collaboration.