Level II Technical Specialist – Backup & Recovery (Systems & Microsoft Cloud)

Excello BPO is hiring a senior Level 2 systems engineer for a long-established US cloud backup and recovery service that protects small businesses and is sold through a network of US managed IT providers (MSPs).

About the role

You will be the technical escalation point for the service's customers and MSP partners: the person who fixes backups that fail, brings back lost data and whole systems, and explains clearly what happened. Most of your time is hands-on technical work across Windows servers, endpoints and Microsoft 365.The rest of your time is customer-facing technical work: setting up free trials, sizing and quoting the service, helping existing customers move to the right plan, and supporting MSP partners.

This is consultative, not sales: you recommend the right protection based on what you find in the customer's environment.

Work stream

Share of time

What it is

Technical support and recovery

About 65%

Level 2 troubleshooting, backup health and data restores for customers and partners

Trials, quotes and accounts

About 35%

Running 30-day trials, sizing and quoting, plan changes and partner support

What you will do

Primary: technical support and recovery

• Own escalated tickets end to end: take escalations from Level 1, collect logs and evidence, find the root cause, fix it safely, confirm with the customer, and escalate to the senior specialist with clear findings when needed.
• Fix failed and missed backups: troubleshoot file and image backups on Windows servers and endpoints, working through root causes (storage, services, snapshots, network, credentials) rather than re-running jobs.
• Install and maintain backup software: deploy, configure and test agents on servers and workstations, and move subscriptions to replacement machines.
• Restore data and systems: files, folders and full systems, including bare-metal and virtual machine restores and large bulk restores returned to the customer.
• Restore Microsoft 365 and database data: OneDrive, SharePoint and Exchange data, plus SQL databases, with support from a senior specialist on the most complex cases.
• Work across the customer's environment: diagnose the Windows Server, Active Directory, Microsoft 365, network and firewall issues that often sit behind a failing backup.
• Document and improve: keep every ticket updated the same day, write fixes that Level 1 can reuse, and flag recurring problems.

Secondary: trials, quotes and accounts

• Run 30-day trials: set up the trial, check in during it, and use it to confirm how much data and how many devices the customer needs to protect.
• Size and quote: recommend the right plan using a standard pricing calculator, and hand won customers to billing with a complete quote.
• Look after existing customers: storage upgrades and downgrades, added devices and add-ons, customers who have outgrown their plan, and cancellation requests handled through the offboarding process.
• Support MSP partners: be the first technical contact for partners on trials, pricing questions and onboarding.
• Report weekly on trials, conversions, partner activity and account changes.

What you bring

Three or more years in Level 2 support or above at an MSP, IT services company or backup vendor, handling escalations across many client environments, ideally for US small and mid-sized businesses. Senior Level 2 engineers ready to step into Level 3 are welcome.

Primary: technical skills (required)

• Backup and recovery, hands-on: at least one business backup product (Veeam, Datto, Acronis, Axcient or similar). You have fixed failed backups and performed restores yourself, including at least one full-system or bare-metal restore. You know the difference between file and image backup, and why Microsoft 365 retention is not a backup.
• Windows Server and virtualization: file servers and permissions, services and Event Viewer, storage, snapshots and VSS, plus working knowledge of Hyper-V or VMware.
• Microsoft 365 administration: Exchange Online, OneDrive and SharePoint, including mail flow basics and DNS records (MX, SPF, DKIM, DMARC).
• Active Directory and Entra ID: user and group administration, Group Policy, login troubleshooting, MFA and Conditional Access basics, and Entra Connect sync.
• Network fundamentals: TCP/IP, DNS, DHCP, VPN and firewall rules, enough to tell whether a backup is failing because of the network.
• SQL basics: you understand database backup and restore and point-in-time recovery.
• PowerShell: you can read, run and verify scripts for Windows and Microsoft 365 administration.

Secondary: customer-facing skills (required, trainable)

• Comfortable on the phone with customers and MSP partners, explaining technical issues in plain language.
• Able to size a customer's needs and recommend a plan with confidence. Previous technical account management, pre-sales or renewals experience is a plus, but not required.
• Follows pricing rules and approval limits, and handles payment details only through secure payment tools.

MSP expectations

• Ticket ownership: a PSA such as HaloPSA, ConnectWise Manage or Autotask, and remote-support or RMM tools.
• SLA awareness: you prioritize by impact and urgency and keep waiting customers informed.
• Safe changes: you validate before deleting, overwriting or restoring over live data, and you work within approvals.
• Escalation discipline: when you escalate, you hand over what you checked, what you found and what you ruled out.
• Confidentiality: strict handling of customer data, credentials and encryption keys.
• English: strong spoken and written English (B2 or higher, C1 preferred).