Backup Support Specialist (WFH)

Dynamic Quest is one of the best Managed IT Solutions firms in North Carolina. With offices in Greensboro, Winston-Salem, Cary, and the Philippines. The organization has an innovative, entrepreneurial culture, which is continuously devising new ways to serve its clients.

We are looking for a BACKUP SUPPORT SPECIALIST who will work with hundreds of customer base as well as internal departments to implement and manage backups, perform data restores, resolve issues including escalation, and work with new and existing customers to create solutions pertaining to the Managed Backup Service.

ROLE AND RESPONSIBILITIES

• A Backup Support Specialist is expected to take the initiative on issues and probe deeper into problems to fix root causes to proactively prevent recurrence.

• Advises on best practices to ensure that customer's backup solutions are able to work in a reliable, efficient and supportable way.

• Communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally; as well as internally and on the phone with customers.

• Consistent regular interaction with both internal and external customers as well as account managers and management.

• Resolve escalated customer issues and manage escalations further to internal support.

• Basic troubleshooting of backup and restore failures on multiple platforms with varied configurations. Perform data restorations for servers, file systems, and databases upon customer request in a calm and controlled fashion while maintaining consistent communication with the customer.

• Installation, configuration and troubleshooting backup applications on client servers.

• Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process in order to provide consistent customer service.

PREFERRED SKILLS

• Previous professional experience with StorageCraft, Veeam, VeeamO365, Datto, Acronis, Backup Exec, Replibit, Appasure or other backup/replication software.

• At least 3 years of customer service experience in an Information Technology Industry

• 2-3 years of Microsoft Windows Server experience

• Administrative Expertise in Virtualization such as, Hyper V, VMware and Xen

• Knowledge of MMC consoles, event viewer, basic FTP file transfers, user permissions, and service management within Microsoft Windows Server* and/or the ability to navigate file systems, identify running services and processes, SSH and FTP, file permissions, and basic network troubleshooting tools

• Knowledge of TCP/IP, DNS, and networking

• Excellent time management and organizational skills.

• Able to work well under pressure and under stressful situations while supporting a customer. Must have a good sense of urgency is key for this role.

• Self-motivated; ability to maintain excellence in service with moderate supervision.

• Basic analytical and problem solving skills.

• Ability to successfully work and promote inclusiveness in small groups.

• Ability to provide support.

SUMMARY

• Position Shift: Monday to Friday, 8:00PM - 5:00AM PHT (8:00AM to 5:00PM EST)

• Location: Cebu (Work from Home)

• Position Type: Full Time Employee

• Salary: To be determined based on qualification associated with job role

Job Type: Full-time

Benefits:

• Additional leave

• Company events

• Health insurance

• Work from home

Schedule:

• 8 hour shift

• Night shift

Supplemental pay types:

• 13th month salary

• Overtime pay

• Performance bonus