{"id":1953870,"url":"https://alion.io/job/prime-system-solutions-level-2-technical-specialist","title":"Level 2 Technical Specialist","company":{"id":685105,"name":"Prime System Solutions","domain":"primesystemsolutions.com","url":"https://alion.io/company/prime-system-solutions","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":89,"open_postings":39,"ghost_share":0,"stale_share":0.436,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"OneDrive","optional":false},{"name":"SharePoint","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Hyper-V","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-10-06T11:21:44Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-12T05:42:33Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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.\nThis 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.\nThe ideal candidate is someone who can troubleshoot complex technical issues independently while confidently communicating with customers and MSP partners.\nKEY RESPONSIBILITIES\nTechnical Support & Data Recovery\nHandle Level 2 escalations involving backup, recovery, and technical issues.\nTroubleshoot failed, missed, or incomplete file and image backups by identifying and resolving the root cause.\nInstall, configure, test, and troubleshoot backup software on servers and endpoints.\nPerform file, folder, system, and bulk data restores.\nAssist with bare-metal and virtual machine restores.\nSupport database and Microsoft 365 data recovery, including OneDrive and SharePoint.\nTroubleshoot backup-related issues with customers, IT contacts, and software vendors.\nSupport the migration or transfer of backup subscriptions when customers move to replacement machines.\nMaintain accurate and timely ticket updates and documentation in the PSA/ticketing system.\nDocument solutions and recurring issues to help improve Level 1 support processes.\nParticipate in an after-hours emergency restore rotation when required.\nCustomer, Trial & Account Support\nManage customer free trials from setup through completion.\nCommunicate with customers to understand their backup requirements and recommend appropriate solutions.\nPrepare standard quotations using the company's pricing guidelines.\nFollow up with trial customers and help convert qualified trials into paying customers.\nAssist existing customers with storage upgrades, additional devices, image backup, and endpoint protection services.\nMonitor accounts that exceed their current storage plans and recommend appropriate upgrades.\nHandle customer cancellation requests and identify opportunities to retain accounts when appropriate.\nServe as a technical point of contact for MSP partners regarding trials, pricing, account questions, and technical concerns.\nAssist with new MSP partner onboarding, demonstrations, and initial trials.\nMaintain accurate records of trials, conversions, account changes, and partner activities.\nRequirements\nAt least 3+ years of Level 2 IT support experience in an MSP, IT services company, SaaS provider, or backup/recovery environment.\nHands-on experience with backup and data recovery solutions.\nExperience troubleshooting failed and missed backups and performing data restores.\nExperience with file, image, bare-metal, or VM-based backups and recovery.\nWorking knowledge of Windows and Windows Server administration.\nExperience supporting Microsoft 365 is an advantage.\nSQL/database backup and recovery experience is a plus.\nExperience working with VMware or Hyper-V is an advantage.\nExperience with PSA or ticketing systems such as HaloPSA, ConnectWise, Autotask, or similar platforms.\nStrong troubleshooting and root cause analysis skills.\nExcellent verbal and written English communication skills.\nComfortable speaking directly with customers and MSP partners.\nComfortable explaining technical solutions and recommending appropriate services.\nStrong organizational skills and ability to manage multiple customer and technical requests.\nWilling to participate in an after-hours emergency restore rotation.\nWilling to work on a hybrid setup in Quezon City.\nWilling to work during US Eastern business hours.\nWORK SETUP\nQuezon City, Philippines\nHybrid Setup\n3 Days Onsite + 2 Days Work From Home\nSupport for US-based customers and MSP partners\nUS Eastern Business Hours\nParticipation in an after-hours emergency restore rotation\nSuccess in this role means:\nResolving Level 2 technical issues within agreed timelines\nCompleting data restores accurately and efficiently\nMaintaining healthy customer backup environments\nProviding clear and timely communication to customers and partners\nSuccessfully managing and converting qualified trials\nKeeping customer accounts on the appropriate service plans\nProviding reliable technical support to MSP partners\nMaintaining accurate documentation and ticket updates\nGROWTH EXPECTATIONS\nFirst 2 Weeks:\nLearn the backup platform, PSA/ticketing system, trial process, and pricing workflow. Shadow technical support, restores, and customer calls.\nFirst 30 Days:\nBegin handling Level 2 technical tickets and supporting customer trials with guidance.\nFirst 60 Days:\nIndependently handle quotations, trial follow-ups, account changes, and common backup/recovery issues.\nFirst 90 Days:\n Take ownership of the trial pipeline, account support, partner inquiries, Level 2 escalations, and participate in the after-hours restore rotation.\nBenefits\nHybrid Work Setup\nWork from our Quezon City office with a 3 days onsite + 2 days work-from-home arrangement.\nNight Differential\nAdditional compensation for eligible night shift hours.\nHMO Coverage\nHMO coverage to support your healthcare needs.\nGovernment-Mandated Benefits\nSSS\nPhilHealth\nPag-IBIG\n13th Month Pay\nCertification Opportunities\nOpportunities to pursue relevant technical certifications and continuously develop your IT expertise.\nInternational Client Exposure\nWork directly with US-based customers and MSP partners.\nContinuous Learning & Technical Growth\nGain hands-on experience with backup, recovery, cloud technologies, customer support, and MSP operations.","description_format":"text","description_chars":5794,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Continuous learning","Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Business Process Outsourcing (BPO)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-10-06T11:21:44Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":53,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/prime-system-solutions-level-2-technical-specialist","json_url":"https://alion.io/job/prime-system-solutions-level-2-technical-specialist.json","meta":{"generated_at":"2026-10-12T07:16:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11772,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":685105},"rest":"https://alion.io/mcp/rest/get_company?id=685105"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprime-system-solutions-level-2-technical-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprime-system-solutions-level-2-technical-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprime-system-solutions-level-2-technical-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/prime-system-solutions-level-2-technical-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprime-system-solutions-level-2-technical-specialist"}]}