Technical Specialist – Backup/Restoration

Prime System Solutions

. Take escalations from Level 1 support and resolve complex backup issues with customers, IT contacts and software vendors.

Posted 10/14/2026full-timeRemote • South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in backup and recovery processes, including file and image backup, bare-metal and VM restores, and SQL and Microsoft 365 backup. Proficient in Windows and Windows Server administration, with strong customer communication skills and the ability to manage technical support for MSP partners.

Highest-signal resume keywords

Backup And Recovery ExperienceWindows Server AdministrationPSA Or Ticketing System ExperienceCustomer Communication SkillsTechnical Support For MSP Partners

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

File And Image BackupBare-Metal RestoresVM RestoresSQL BackupMicrosoft 365 BackupBackup Software InstallationRoot Cause DiagnosisData RestorationData Protection Needs AssessmentPackage-Pricing Calculation

Soft Skills

Customer ServiceProblem-SolvingCommunication

Tools & Technologies

HaloPSAConnectWiseAutotaskSecure Payment Tools

Industry Keywords

MSPIT ServicesSaaSBackup VendorUS Small Businesses

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.