Prime System Solutions

Technical Specialist - Backup/Restoration

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeLahore, Punjab, PakistanNo salary listed

About the Job

Requirements

At least 3 years of Level 2 IT support experience at an MSP, IT services company, or SaaS/backup vendor, supporting US small businesses.
Hands-on backup and recovery experience, including file and image backups and bare-metal and virtual machine restores.
Strong Windows and Windows Server administration and remote-support skills.
Ability to speak with customers by phone and quote and recommend services.
Experience with a PSA or ticketing system such as HaloPSA, ConnectWise, Autotask, or similar.
Excellent spoken and written English.
Own laptop and headset, reliable internet connection, and a quiet place to work.

Responsibilities

Take escalations from Level 1 support and troubleshoot complex backup issues with customers, their IT contacts, and software vendors.
Install, configure, and test backup software on servers and endpoints, and move subscriptions to replacement machines.
Resolve failed and missed file and image backups by identifying root causes.
Restore files, folders, and full systems for customers, including bulk restores, and securely transfer restored data to them.
Restore databases and Microsoft 365 data, including OneDrive and SharePoint, with senior-specialist support on the most difficult cases.
Participate in the after-hours emergency restore rotation, responding to pages and calling back within one hour.
Update every ticket in HaloPSA the same day and document fixes for Level 1 support.
Flag recurring problems and suggest process or product improvements.
Run 30-day free trials by setting them up, checking in during the trial, and confirming customers' data-protection needs.
Quote the service using a package-pricing calculator and collect payment details through secure payment tools.
Hand won customers to billing with a complete, accurate quote and the referring partner's ID.
Handle customer storage upgrades and downgrades, additional devices, and image-backup and endpoint-protection add-ons.
Work the over-quota report by contacting customers whose data exceeds their plan and moving them to an appropriate package.
Process cancellation requests through offboarding and try to retain accounts where appropriate.
Serve as the first point of contact for MSP partners on trials, quotes, pricing, and technical questions.
Onboard new partners by providing information, giving a demonstration, and guiding them through their first trial.
Send a weekly report on trials, conversions, partner activity, and account changes.
Collect customer payment details only through secure payment tools, never by email, chat, or notes.
Keep customer data, credentials, and encryption keys strictly confidential.

Desired Qualifications

SQL and Microsoft 365 backup experience.

Technical Specialist - Backup/Restoration

Prime System Solutions · Lahore, Pakistan · Full-time · Posted 2026-10-07

Workplace: on_site

Department: Client

Description

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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About the Company

Prime System Solutions

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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