Level 2 Technical Specialist - Backup & Recovery

About the role

A US company with two businesses under one roof, a managed IT services provider (MSP) for small and mid-sized businesses, is hiring an experienced Level 2 Technical Specialist. The role is on site and split roughly 50/50 between technical support and data recovery, and customer-facing work such as running free trials, quoting new customers and growing existing accounts. The salary range is US$1,300 to US$1,600.

Key responsibilities

• Technical support and recovery (~50%): escalate Level 1 tickets, troubleshoot complex backup issues with customers and their vendors, install and configure backup software on servers and endpoints, resolve failed and missed backups, and perform file, folder and system restores including bulk restores and database and Microsoft 365 restores.
• After-hours emergency restore rotation (paged, callback within one hour).
• Service quality: update every ticket in HaloPSA the same day, document fixes, and flag recurring problems.
• Trials, quotes and accounts (~50%): run 30-day trials, quote using the package-pricing calculator, collect payment securely, hand customers to billing, manage storage upgrades, downgrades and over-quota reports, and handle cancellations.
• Partner support: act as first point of contact for MSP partners on trials, quotes and technical questions, and support onboarding.
• Reporting: weekly report on trials, conversions, partner activity and account changes.

Required profile

• 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; SQL and Microsoft 365 backup 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.
• Excellent spoken and written English.
• Able to work full-time during US Eastern business hours (9:00 AM–6:00 PM ET) and join the after-hours restore rotation.
• Own laptop, headset, reliable internet and a quiet workspace.

Required skills

• Experience with a PSA/ticketing system (HaloPSA, ConnectWise, Autotask or similar)
• Windows and Windows Server administration
• Backup and recovery (file and image backup, bare-metal and VM restores)