{"id":2472115,"url":"https://alion.io/job/prime-system-solutions-technical-specialist-backuprestoration-2","title":"Technical Specialist - Backup/Restoration","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":87,"open_postings":37,"ghost_share":0,"stale_share":0.514,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["ZA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":29000,"period":"year","method":"role_country_seniority_unknown","sample_n":101},"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":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-10-13T20:08:30Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-24T01:36:45Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"About the Role\nWe are hiring an experienced Level 2 Technical Specialist for the company's cloud backup and recovery service. The role is roughly half technical support and data recovery, and half customer-facing work: running free trials, quoting new customers, growing existing accounts and supporting MSP partners. Customers and partners come to you when an issue is more than a routine ticket, and you turn trials into paying customers.\nKey Responsibilities:\nTechnical Support & Troubleshooting\nTake escalations from Level 1 support and work through complex backup issues with customers, their IT contacts and their software vendors.\nInstall, configure and test backup software on servers and endpoints, and move subscriptions to replacement machines.\nFix failed and missed backups (file and image) by finding the root cause, not just re-running jobs.\nData Recovery\nRestore files, folders and full systems for customers, including large bulk restores, and transfer the data back to them securely.\nRestore databases and Microsoft 365 (OneDrive / SharePoint) data, with help from a senior specialist on the hardest cases.\nJoin the after-hours emergency restore rotation (paged; callback within one hour).\nService Quality\nUpdate every ticket in the PSA (HaloPSA) the same day, and document fixes so Level 1 can handle them next time.\nFlag recurring problems and suggest process or product improvements.\nTrials & New Customers\nRun the 30-day free trial: set it up, check in during the trial, and use it to confirm how much data the customer needs to protect.\nQuote the service using a package-pricing calculator, and collect payment details through secure payment tools.\nHand every won customer to billing with a complete, accurate quote and the referring partner's ID.\nExisting Customers\nHandle storage upgrades and downgrades, extra devices, and image backup and endpoint protection add-ons.\nWork the over-quota report: contact customers whose data has outgrown their plan and move them to the right package.\nHandle cancellation requests through the offboarding process, and try to save the account where it makes sense.\nMSP Partners\nBe the first point of contact for MSP partners on trials, quotes, pricing and technical questions.\nTake new partners through onboarding: information, a demo and their first trial.\nReporting\nSend a weekly report on trials, conversions, partner activity and account changes.\nWorking Guidelines\nTake customer payment details only through secure payment tools, never by email, chat or notes.\nKeep customer data, credentials and encryption keys strictly confidential.\nRequirements\n3+ years in Level 2 IT support at an MSP, IT services company or SaaS/backup vendor, supporting US small businesses.\nHands-on backup and recovery experience: file and image backup, bare-metal and VM restores. SQL and Microsoft 365 backup experience is a plus.\nStrong Windows and Windows Server administration and remote-support skills.\nComfortable on the phone with customers and confident quoting and recommending services. This is not a pure back-office technician role.\nExperience with a PSA or ticketing system (HaloPSA, ConnectWise, Autotask or similar).\nExcellent spoken and written English.\nYour own laptop, headset, reliable internet connection and a quiet place to work.","description_format":"text","description_chars":3291,"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":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Business Process Outsourcing (BPO)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-10-13T20:08:30Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.63,"p_room":1,"age_days":9,"expected_fill_days":48,"reasons":["conf:7","stale_co","velocity","win:early"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/prime-system-solutions-technical-specialist-backuprestoration-2","json_url":"https://alion.io/job/prime-system-solutions-technical-specialist-backuprestoration-2.json","meta":{"generated_at":"2026-10-24T02:58:52Z","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":4727,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"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-technical-specialist-backuprestoration-2"},{"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-technical-specialist-backuprestoration-2"},{"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-technical-specialist-backuprestoration-2"},{"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-technical-specialist-backuprestoration-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprime-system-solutions-technical-specialist-backuprestoration-2"}]}