Backup Support Analyst

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