Technical Specialist, Level 2

Prime System Solutions

. Handle Level 2 escalations involving backup, recovery, and technical issues .

Posted 10/7/2026full-timeQuezon City • PhilippinesMid-LevelSenior💰 ₱65,000 - ₱75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Level 2 IT support, particularly in backup and recovery solutions, with strong troubleshooting skills and the ability to communicate effectively with customers and partners. Proficient in managing technical requests and maintaining accurate documentation in ticketing systems.

Highest-signal resume keywords

Level 2 IT Support ExperienceBackup And Data Recovery SolutionsTroubleshooting And Root Cause AnalysisMicrosoft 365 SupportPSA/Ticketing Systems Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Backup And Recovery SolutionsData RestoreFile And Image BackupsBare-Metal And VM-Based BackupsWindows And Windows Server AdministrationSQL/Database Backup And RecoveryVMwareHyper-VTechnical DocumentationCustomer Account Management

Soft Skills

Excellent Verbal And Written CommunicationStrong Organizational SkillsCustomer InteractionProblem-SolvingAbility To Manage Multiple Requests

Tools & Technologies

HaloPSAConnectWiseAutotaskBackup SoftwareTicketing Systems

Industry Keywords

MSPIT ServicesSaaSBackup/Recovery Environment

Tech Stack

Tools & technologies

SQLVMware

About the role

Key responsibilities & impact

Handle Level 2 escalations involving backup, recovery, and technical issues
Troubleshoot failed, missed, or incomplete file and image backups by identifying and resolving root causes
Install, configure, test, and troubleshoot backup software on servers and endpoints
Perform file, folder, system, and bulk data restores
Assist with bare-metal and virtual machine restores
Support database and Microsoft 365 data recovery, including OneDrive and SharePoint
Troubleshoot backup-related issues with customers, IT contacts, and software vendors
Support migration or transfer of backup subscriptions when customers move to replacement machines
Maintain accurate and timely ticket updates and documentation in the PSA/ticketing system
Document solutions and recurring issues to improve Level 1 support processes
Participate in an after-hours emergency restore rotation when required
Manage customer free trials from setup through completion
Communicate with customers to understand backup requirements and recommend appropriate solutions
Prepare standard quotations using company pricing guidelines
Follow up with trial customers and help convert qualified trials into paying customers
Assist existing customers with storage upgrades, additional devices, image backup, and endpoint protection services
Monitor accounts exceeding storage plans and recommend appropriate upgrades
Handle cancellation requests and identify retention opportunities
Serve as a technical point of contact for MSP partners regarding trials, pricing, account questions, and technical concerns
Assist with new MSP partner onboarding, demonstrations, and initial trials
Maintain accurate records of trials, conversions, account changes, and partner activities
Progress from learning and shadowing during the first two weeks to owning trials, account support, partner inquiries, Level 2 escalations, and restore rotation by 90 days

Requirements

What you’ll need

At least 3+ years of Level 2 IT support experience in an MSP, IT services company, SaaS provider, or backup/recovery environment
Hands-on experience with backup and data recovery solutions
Experience troubleshooting failed and missed backups and performing data restores
Experience with file, image, bare-metal, or VM-based backups and recovery
Working knowledge of Windows and Windows Server administration
Experience supporting Microsoft 365 is an advantage
SQL/database backup and recovery experience is a plus
Experience with VMware or Hyper-V is an advantage
Experience with PSA or ticketing systems such as HaloPSA, ConnectWise, Autotask, or similar platforms
Strong troubleshooting and root cause analysis skills
Excellent verbal and written English communication skills
Comfortable speaking directly with customers and MSP partners
Comfortable explaining technical solutions and recommending appropriate services
Strong organizational skills and ability to manage multiple customer and technical requests
Willing to participate in an after-hours emergency restore rotation
Willing to work on a hybrid setup in Quezon City
Willing to work during US Eastern business hours

Benefits

Comp & perks

Hybrid work setup: 3 days onsite + 2 days work-from-home arrangement
Additional compensation for eligible night shift hours
HMO coverage
SSS
PhilHealth
Pag-IBIG
13th Month Pay
Opportunities to pursue relevant technical certifications
International client exposure with US-based customers and MSP partners
Continuous learning and technical growth in backup, recovery, cloud technologies, customer support, and MSP operations