Technical Specialist – Backup/Restoration

• Take escalations from Level 1 support and resolve complex backup issues with customers, IT contacts and software vendors.
• Install, configure and test backup software on servers and endpoints, and move subscriptions to replacement machines.
• Diagnose and fix failed and missed file and image backups by identifying root causes.
• Restore files, folders, full systems, databases and Microsoft 365 data, including large bulk restores, and transfer data securely.
• Participate in the after-hours emergency restore rotation with a one-hour callback requirement.
• Update every HaloPSA ticket the same day and document fixes for Level 1 support.
• Identify recurring problems and suggest process or product improvements.
• Run 30-day free trials, monitor customer progress and assess data-protection needs.
• Quote services using a package-pricing calculator and collect payment details through secure payment tools.
• Hand won customers to billing with complete quotes and referring partner IDs.
• Handle storage changes, extra devices, image backup and endpoint protection add-ons.
• Contact over-quota customers, move them to appropriate packages, process cancellations and attempt account retention where appropriate.
• Support MSP partners with trials, quotes, pricing and technical questions.
• Onboard new MSP partners through information sharing, demos and first trials.
• Send weekly reports on trials, conversions, partner activity and account changes.
• Protect customer data, credentials and encryption keys confidentially.

• 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.