[Hiring] Technical Support Engineer: Backup and Disaster Recovery @NetOps Africa

Role Description

We are seeking an experienced Technical Support Engineer to provide 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 Windows 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.
• Assisting with general technical support cases and ongoing ticket resolution during quieter periods.

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.
• Perform 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.
• Gather 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 related support cases.
• Independently manage assigned tickets and maintain clear 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 move cases toward resolution.
• Assist with general technical support tickets during periods of lower emergency call volume.

Qualifications

• At least three years of experience in technical support, systems administration, infrastructure support, or a related technical role.
• Strong hands-on experience supporting Windows 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 resolution or escalation.
• Ability to assess urgent incidents and make sound escalation decisions.
• 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 cloud failover.
• Experience supporting VMware ESXi or Microsoft Hyper-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 Microsoft, VMware, Linux, or CompTIA certifications.

Ideal Candidate

The ideal candidate is a dependable and technically capable support engineer who can communicate confidently with experienced IT professionals. You should be able 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 when 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

• Calm and professional under pressure.
• Strong analytical and problem-solving ability.
• Clear and confident communicator.
• Detail-oriented and process-driven.
• Comfortable working independently.
• Accountable for assigned tickets and responsibilities.
• Willing to learn and ask questions.
• Interested in long-term technical development.

Remote Working Requirements

• A quiet and professional home working environment.
• Reliable fibre internet with a minimum speed of 100 Mbps.
• Backup power for their computer and internet connection.
• A modern computer suitable for technical support work.
• At least 8 GB of RAM, with 16 GB preferred.
• A reliable noise-cancelling headset.
• Consistent availability throughout the required working hours.

Application Process

Applicants should submit an updated CV clearly outlining their experience with Windows Server, backup and disaster recovery, virtualization, networking, and technical support. Shortlisted applicants may be required to complete a technical assessment and participate in multiple interviews.