Escalation Engineer – Service Desk (L3/4)
Afternoon/Evening Shift (2-10pm)
Assured Data Protection is an industry leading managed services provider (MSP), delivering cutting edge data protection services to a variety of industry verticals including Consumer Products, Legal, Medical, and State Local & Higher Education. We partner with Rubrik, a leader in the data protection and ransomware defense industry, becoming their first MSP and global exclusive service provider. From our secure facilities in the US, UK, EMEA, and Asia PAC, we deliver critical cyber resiliency solutions globally.
Job Description
We are looking for a bright, enthusiastic individual to join our 3rd Line Technical Support team (evening shift 2pm-10pm) based within a commutable distance of Leeds. The 3rd Line Backup Support is responsible for providing advanced technical support across hardware, software, and network-related issues.
Key Responsibilities and Tasks
* Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues.
* Collaborate with other support teams to resolve complex incidents and service requests.
* Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage.
* Ensure that backup and recovery systems are operating within defined SLAs.
* Document incidents and service requests in the helpdesk system.
* Provide guidance and training to lower tier support team members.
* Assist in the deployment and configuration of new backup and recovery hardware and software.
* Communicate with customers on a technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.
* Develop and maintain internal documentation.
* Liaise with suppliers and vendors regarding customer-related issues.
Accountabilities and Performance Measures
Minimum of 5 years of experience in a technical support role with a focus on backup and recovery systems. The ideal candidate will have a cross-section of the following skills, attributes, and experience:
* Highly customer-centric with a passion for providing excellent customer service.
* Experience of working within a busy customer environment, preferably in a technical and/or service provider area.
* Strong interpersonal and communication skills; tactful, diplomatic, and sympathetic when dealing with customer problems.
* Strong analytical skills.
* Proactive and forward-thinking approach.
* Confident in interacting with members of all support teams including team leaders, managers, and directors.
* Experience in understanding and diagnosing technical problems at an enhanced level.
* An eye for detail, preventing any tickets from breaching SLAs.
* A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
* Excellent time management and organizational skills; able to work well in critical or high-pressure situations.
* Strong technical expertise in server, network, and disk storage systems.
* Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault, or Veeam is a major advantage.
* Experience with virtualization technologies such as VMware, Nutanix, or Hyper-V.
* Experience with Cloud Technologies.
* Knowledge of storage area networks (SANs) and network-attached storage (NAS).
* Experience with ticketing systems and SLAs.
* Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
* Relevant certifications such as Veritas Certified Specialist or Commvault Certified Engineer would be an advantage.
Desired Technical Experience
While we don’t expect you to be an expert in all areas, an interest and willingness to expand your technical knowledge in these areas is required. The successful candidate will already hold at least some experience in a few of the following areas:
* Performance troubleshooting for compute, network, or storage bottlenecks.
* A solid grasp of IP and subnetting.
* An understanding of ethernet, switching, cabling, and patching.
* Windows Servers.
* VSphere Servers.
* Nutanix Servers.
* SQL servers (any variety).
* Switches.
* Firewalls.
* SAN, NAS, or DAS Raid Arrays.
* Public Cloud infrastructure, e.g., Azure, AWS, GCP.
This position will not require travel. All prospective employees must pass a background check prior to hire.
Tell us why you would like to apply for the role.
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