Description:
As a 2nd Line Technical Support Engineer in our Cyber Resilience Practice, you'll be the person customers rely on when something needs a closer look. You'll take ownership of incidents and service requests that need deeper investigation, working mainly across our Commvault-powered Backup as a Service (BaaS) and Disaster Recovery as a Service (DRaaS) platforms.
Day to day, you'll:
- Take ownership of technical incidents and service requests that need deeper investigation, seeing them through to resolution
- Monitor customer backup and recovery environments, spotting and fixing issues before they affect service availability
- Support and maintain our BaaS and DRaaS solutions, built primarily on Commvault
- Diagnose and resolve issues across Commvault and the technologies behind it — servers, storage, virtualisation, networking and cloud
- Manage your ticket queue against agreed SLAs, keeping customers informed at every step
- Bring in specialist engineers or technology vendors when a fix needs deeper expertise, with clear, well-documented handovers
- Help build the team's knowledge by contributing to documentation and runbooks that improve first-time fix rates
- Work towards Commvault and supporting technology certifications, with training provided along the way
We want to hear from you if you:
- You've got 1-2 years' experience in 1st line, or junior 2nd line, technical support
- You're comfortable with Windows Server, Linux, networking and storage
- You've had some exposure to backup and resilience technologies such as Commvault or Zerto — or you're keen to learn
- You're confident using ticketing and monitoring tools to get to the bottom of an issue
- You think methodically, working through problems to find the root cause rather than just the symptom
- You communicate clearly, whether that's with a customer, a colleague or a vendor
- You stay calm and organised when the ticket queue gets busy
- ITIL Foundation, or working towards a relevant certification, would be a bonus