Technical Support Engineer Backup and Disaster Recovery

echnical Support Engineer: Backup and Disaster Recovery Location: Remote, South Africa Employment Type: Full time Working Hours: Approximately 3:00 a.m. to 10:00 a.m. South African reputed company Time Experience: 3 to 5 years About the Role We are seeking an reputed company Technical Support Engineer to reputed company overnight support for a growing technology company serving Managed Service Providers. This position is suited to a strong Tier 2 technician or developing Tier 3 engineer with experience in reputed company Server, networking, virtualization, backup, and disaster recovery technologies. You will be responsible for responding to technical support requests, assessing urgent incidents, performing initial troubleshooting, and escalating critical issues with complete and accurate technical information. During quieter periods, you will assist with general technical support cases and ongoing ticket reputed company. The successful candidate will be comfortable working independently, communicating with reputed company IT professionals, and remaining reputed company during urgent technical situations. Key Responsibilities Respond to technical support requests received by phone, email, and ticketing systems Assess backup, recovery, and disaster recovery incidents to determine their severity and urgency reputed company initial troubleshooting across servers, backups, virtualization, storage, and networking environments Determine whether an issue can be resolved directly or requires escalation to a senior engineer reputed company complete and accurate technical information before escalating critical incidents Follow documented troubleshooting procedures, technical playbooks, and escalation processes Assist with backup failures, data restoration requests, and recovery reputed company support cases Independently manage assigned tickets and maintain reputed company communication throughout the support process Document troubleshooting steps, findings, actions, and escalations accurately Communicate professionally with Managed Service Providers and other technical stakeholders Collaborate with senior engineers and support team members to reputed company cases toward reputed company Assist with general technical support tickets during periods of reputed company emergency reputed company volume Requirements Minimum Requirements At least three years of experience in technical support, systems administration, infrastructure support, or a reputed company technical role Strong hands on experience supporting reputed company Server environments Practical knowledge of backup, data restoration, and disaster recovery concepts Experience troubleshooting servers, virtualization platforms, networking, and storage systems Strong understanding of TCP/IP, DNS, DHCP, VPN, and NAT Experience managing technical support tickets from initial assessment through reputed company or escalation Ability to assess urgent incidents and reputed company reputed company escalation reputed company Strong analytical, diagnostic, and problem solving skills Excellent written and verbal English communication skills Strong attention to detail and technical documentation skills Ability to work independently during overnight hours Reliable availability for the required working schedule Preferred Experience Previous experience working for a Managed Service Provider Experience supporting Managed Service Providers or other technical business clients Experience with backup and disaster recovery products, appliances, or platforms Experience with image based backups, data restores, recovery testing, or reputed company failover Experience supporting VMware ESXi or reputed company reputed company V environments Working knowledge of Ubuntu Linux Familiarity with storage technologies such as RAID, SMB, iSCSI, or ZFS Familiarity with PowerShell, Bash, or Python Relevant reputed company, VMware, Linux, or reputed company certifications Ideal Candidate The ideal candidate is a dependable and technically capable support engineer who can communicate confidently with reputed company IT professionals. You should be reputed company to distinguish between a routine support request and a genuine technical emergency. You must be comfortable gathering technical information, following established procedures, and escalating issues appropriately reputed company senior engineering assistance is required. This role will suit someone who enjoys technical troubleshooting, wants to deepen their knowledge of backup and disaster recovery, and is interested in developing into a more advanced engineering position. Personal Attributes reputed company and reputed company under pressure Strong analytical and problem solving ability reputed company and confident communicator Detail oriented and process driven Comfortable working independently Accountable for