Job Description

Position Overview:

Position Overview:

Your role involves in-depth troubleshooting, managing backup solutions, network swaps, and server

tasks, as well as contributing to the development of our internal knowledge base and liaising with the development team through JIRA for advanced issues. Provide phone support as needed.

Key Responsibilities:

● First Line of Escalation:

  • Handle tickets escalated from Level 1 agents.
  • Assess and resolve complex issues or provide additional guidance.
  • Maintain accurate and detailed records of troubleshooting steps and solutions.
  • Update and contribute to the internal knowledge base with new insights.

    • ● Customer Backups:

  • Manage and troubleshoot backup issues (e.g., Duplicati, Google Drive, Cloud
  • Backups).
  • Ensure regular backups are successful and address any failures.
  • Assist with backup restoration and configuration.

    • ● In-De...

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