Prime System Solutions is looking for an experienced Level 2 Technical Specialist to support Dr. Backup, a cloud backup and data recovery service supporting small and mid-sized businesses through MSP partners across the United States.

This is a hybrid technical and customer-facing role. Approximately 50% of the role will focus on Level 2 technical support, backup troubleshooting, and data recovery, while the other 50% will involve customer and partner communication, free trials, quotations, account support, and identifying opportunities to expand existing services.

The ideal candidate is someone who can troubleshoot complex technical issues independently while confidently communicating with customers and MSP partners.

KEY RESPONSIBILITIES

Technical Support & Data Recovery

• Handle Level 2 escalations involving backup, recovery, and technical issues.
• Troubleshoot failed, missed, or incomplete file and image backups by identifying and resolving the root cause.
• Install, configure, test, and troubleshoot backup software on servers and endpoints.
• Perform file, folder, system, and bulk data restores.
• Assist with bare-metal and virtual machine restores.
• Support database and Microsoft 365 data recovery, including OneDrive and SharePoint.
• Troubleshoot backup-related issues with customers, IT contacts, and software vendors.
• Support the migration or transfer of backup subscriptions when customers move to replacement machines.
• Maintain accurate and timely ticket updates and documentation in the PSA/ticketing system.
• Document solutions and recurring issues to help improve Level 1 support processes.
• Participate in an after-hours emergency restore rotation when required.

Customer, Trial & Account Support

• Manage customer free trials from setup through completion.
• Communicate with customers to understand their backup requirements and recommend appropriate solutions.
• Prepare standard quotations using the company's pricing guidelines.
• Follow up with trial customers and help convert qualified trials into paying customers.
• Assist existing customers with storage upgrades, additional devices, image backup, and endpoint protection services.
• Monitor accounts that exceed their current storage plans and recommend appropriate upgrades.
• Handle customer cancellation requests and identify opportunities to retain accounts when appropriate.
• Serve as a technical point of contact for MSP partners regarding trials, pricing, account questions, and technical concerns.
• Assist with new MSP partner onboarding, demonstrations, and initial trials.
• Maintain accurate records of trials, conversions, account changes, and partner activities.

Requirements

• At least 3+ years of Level 2 IT support experience in an MSP, IT services company, SaaS provider, or backup/recovery environment.
• Hands-on experience with backup and data recovery solutions.
• Experience troubleshooting failed and missed backups and performing data restores.
• Experience with file, image, bare-metal, or VM-based backups and recovery.
• Working knowledge of Windows and Windows Server administration.
• Experience supporting Microsoft 365 is an advantage.
• SQL/database backup and recovery experience is a plus.
• Experience working with VMware or Hyper-V is an advantage.
• Experience with PSA or ticketing systems such as HaloPSA, ConnectWise, Autotask, or similar platforms.
• Strong troubleshooting and root cause analysis skills.
• Excellent verbal and written English communication skills.
• Comfortable speaking directly with customers and MSP partners.
• Comfortable explaining technical solutions and recommending appropriate services.
• Strong organizational skills and ability to manage multiple customer and technical requests.
• Willing to participate in an after-hours emergency restore rotation.
• Willing to work on a hybrid setup in Quezon City.
• Willing to work during US Eastern business hours.

WORK SETUP

📍 Quezon City, Philippines

🏢 Hybrid Setup

📅 3 Days Onsite + 2 Days Work From Home

🌎 Support for US-based customers and MSP partners

⏰ US Eastern Business Hours

📞 Participation in an after-hours emergency restore rotation

Success in this role means:

• Resolving Level 2 technical issues within agreed timelines
• Completing data restores accurately and efficiently
• Maintaining healthy customer backup environments
• Providing clear and timely communication to customers and partners
• Successfully managing and converting qualified trials
• Keeping customer accounts on the appropriate service plans
• Providing reliable technical support to MSP partners
• Maintaining accurate documentation and ticket updates

GROWTH EXPECTATIONS

First 2 Weeks:
Learn the backup platform, PSA/ticketing system, trial process, and pricing workflow. Shadow technical support, restores, and customer calls.

First 30 Days:
Begin handling Level 2 technical tickets and supporting customer trials with guidance.

First 60 Days:
Independently handle quotations, trial follow-ups, account changes, and common backup/recovery issues.

First 90 Days:
Take ownership of the trial pipeline, account support, partner inquiries, Level 2 escalations, and participate in the after-hours restore rotation.

Benefits

🏢 Hybrid Work Setup
• Work from our Quezon City office with a 3 days onsite + 2 days work-from-home arrangement.

💰 Night Differential
• Additional compensation for eligible night shift hours.

🏥 HMO Coverage
• HMO coverage to support your healthcare needs.

📜 Government-Mandated Benefits
• SSS
• PhilHealth
• Pag-IBIG
• 13th Month Pay

🎓 Certification Opportunities
• Opportunities to pursue relevant technical certifications and continuously develop your IT expertise.

🌎 International Client Exposure
• Work directly with US-based customers and MSP partners.

📚 Continuous Learning & Technical Growth
• Gain hands-on experience with backup, recovery, cloud technologies, customer support, and MSP operations.