Level II Technical Specialist - Backup & Recovery (Systems & Microsoft Cloud)

About the role

Excello BPO is hiring a senior Level 2 systems engineer for a long-established US cloud backup and recovery service protecting small businesses, sold through a network of US managed IT providers (MSPs). You will be the technical escalation point for customers and MSP partners: fixing failed backups, recovering lost data and systems, and explaining clearly what happened. About 65% of your time is hands-on technical work on Windows servers, endpoints and Microsoft 365; about 35% is customer-facing technical work such as running trials, sizing and quoting, and supporting partners.

Key responsibilities

• Handle escalated tickets end to end: collect logs and evidence, find the root cause, fix it safely, confirm with the customer and escalate to the senior specialist with clear findings when needed.
• Troubleshoot failed and missed backups on Windows servers and endpoints, covering storage, services, snapshots, network and credentials.
• Install, configure and test backup agents, and move subscriptions to replacement machines.
• Restore files, folders and full systems, including bare-metal and VM restores and large bulk restores.
• Restore Microsoft 365 (OneDrive, SharePoint, Exchange) and SQL database data, with senior specialist support on complex cases.
• Diagnose Windows Server, Active Directory, Microsoft 365, network and firewall issues behind failing backups.
• Keep tickets updated the same day, write reusable fixes and flag recurring problems.
• Run 30-day trials, size and quote plans, handle storage upgrades, downgrades, add-ons, cancellations and partner onboarding, and report weekly on trials, conversions and partner activity.

Required profile

• Three or more years in Level 2 support or above at an MSP, IT services company or backup vendor, handling escalations across many client environments, ideally for US small and mid-sized businesses.
• Senior Level 2 engineers ready to step into Level 3 are welcome.
• Strong spoken and written English (B2 or higher, C1 preferred).

Required skills

• Hands-on backup and recovery with at least one product (Veeam, Datto, Acronis, Axcient or similar), including at least one full-system or bare-metal restore.
• Windows Server, file servers, permissions, services, Event Viewer, storage, snapshots, VSS and Hyper-V or VMware.
• Microsoft 365 administration: Exchange Online, OneDrive, SharePoint, mail flow basics and DNS records (MX, SPF, DKIM, DMARC).
• Active Directory and Entra ID: users, groups, Group Policy, MFA, Conditional Access and Entra Connect sync.
• Network fundamentals (TCP/IP, DNS, DHCP, VPN, firewall) and SQL basics.
• PowerShell scripting for Windows and Microsoft 365.
• Secondary: comfort on the phone with customers and partners, plain-language explanations, and ability to size needs and recommend a plan.