BCDR Technical Support Engineer

About the role

We are looking for an experienced Technical Support Engineer to provide overnight support for our managed‑service provider customers. The role focuses on backup, disaster recovery and related infrastructure, requiring strong troubleshooting skills and the ability to work independently during early‑morning hours.

Key responsibilities

• Respond to support requests via phone, email and ticketing system.
• Assess backup, recovery and disaster‑recovery incidents for severity and urgency.
• Troubleshoot servers, virtualization platforms, storage and networking environments.
• Determine whether issues can be resolved directly or need escalation.
• Gather complete technical information before escalating critical incidents.
• Follow documented procedures, playbooks and escalation processes.
• Assist with backup failures, data restoration requests and recovery cases.
• Manage assigned tickets independently and keep stakeholders informed.
• Document troubleshooting steps, findings and actions accurately.
• Collaborate with senior engineers and support team members to drive resolutions.

Required profile

• 3–5 years of experience in technical support, systems administration or infrastructure support.
• Hands‑on experience with Windows Server environments.
• Practical knowledge of backup, data restoration and disaster‑recovery concepts.
• Experience troubleshooting virtualization, networking and storage systems.
• Strong understanding of TCP/IP, DNS, DHCP and VPN technologies.

Required skills

• Windows Server
• Backup and disaster‑recovery tools
• Virtualization platforms
• Storage systems
• Networking fundamentals
• TCP/IP
• DNS
• DHCP
• VPN
• Ticketing systems