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Backup Support Analyst

Location: Gateshead

Salary: £26,000

Job Type: Permanent

Job ID: 168470

NRG are delighted to be working with an established MSP in Newcastle, who are recruiting for a Backup Support Analyst to act as an escalation point for Service Desk teams and ensure all requests and incidents are dealt with professionally and quickly.


Key accountabilities:

  • To resolve incidents and problems both directly from customers and through technical escalation

  • Respond to requests and execute changes

  • Respond to each ticket within the agreed Response SLA

  • Quickly escalate tickets that cannot be resolved to the appropriate customer support team in line with support processes

  • Resolve Incidents, Requests and Changes within the agreed target Resolution SLA

  • Work with vendors

  • Form part of the on-call rota

  • Provide input based on experience to improve procedures

  • Input into the Continual Service Improvement and Problem Management processes with the aim to reduce the overall number of alerts

  • Adopt and be an advocate for a customer first approach

  • Keep customers (both internally and externally) updated on progress while resolving open tickets, communicating using the most appropriate method (written and spoken)

  • Maintain and develop own knowledge and skills to assist with first time resolution


Special Conditions:

  • This role will require regular travel to sites and potentially customer sites from time to time

  • This role may require working out of hours on an occasional basis

Good understanding of the following:

  • Usage of backup products such as Veeam or Asigra

  • Knowledge of configuring and using backups in shared infrastructure environments (Cloud hosting ideally)

  • Experience of installing, configuring and troubleshooting backup and restore problems.

  • Knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP

  • Good understanding of a combination of the following:

  • Microsoft OS & related Products

  • Cisco

  • TCP/IP

  • VMware (ESXi/vSphere)

  • Linux

  • Citrix / Virtual Desktop / SQL

  • Basic understanding of ISO/BSI and ITIL frameworks

  • Common firewall principles and implementations – both hardware and software

  • Basic understanding of working with Service Level Agreements