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Open nowPosted 9 hours ago

Technical Specialist - Backup/Restoration

Workable (global search)107,933 open roles

Where
Islamabad, Islamabad Capital Territory, Pakistan
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Your applicationOpen nowTechnical Specialist - Backup/RestorationWorkable (global search) · Islamabad, Islamabad Capital Territory, Pakistan

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

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The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 3 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.6%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.0%30 days
This job: posted 9 hours ago

Workable (global search) median: 3 days open

The posting

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.
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