Escalation Engineer – Service Desk (L4) NIGHT SHIFT

Location: Remote role

Position Title: Escalation Engineer – Service Desk (L4) NIGHT SHIFT

Job Type: Full-Time – Night Shift (10pm-6am)

About Us

Assured Data Protection is a global leader in data backup and disaster recovery managed services, specialising in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.

We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global datacenters ensure data sovereignty, meeting your organisation’s compliance requirements. A dedicated team is always available to recover your data and minimise disruption in the event of a disaster.

Job Summary:

We are looking for a bright, enthusiastic individual to join our technical support team (night shift 10pm-6am) as an L4/ Escalation engineer. Responsible for providing advanced technical skills across the majority of disciplines detailed below, including hardware, software, and network-related issues, this position is primarily home-based with the exception of your initial on-boarding and training (daytime hybrid) and occasional travel to our other offices as per mutual agreement.

Key responsibilities include:

  • 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 and act as a senior escalation point.
  • 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.
  • Liaising with suppliers and vendors in relation to customer related issues
  • Become a subject-matter-expert for one or more of our products or services and be a key reference point for both support and other teams.

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 be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have cross section of the following job specific 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 and showing empathy with customer issues.
  • Strong analytical skills.
  • Proactive and forward-thinking approach with the ability to respond and decision make autonomously.
  • Confident with the ability to interact 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 SLA’s and the tenacity to ensure others adhere to processes.
  • A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
  • Excellent time management / organisational skills; being able to work well in critical or high-pressure situations often single-handedly.
  • 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 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)
  • Excellent communication skills and the ability to interact with end-users at all levels.
  • Experience with ticketing systems and SLAs
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
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