L2/L3 Helpdesk Engineer

• Minimum 5 years of experience in technical support, systems engineering, or IT infrastructure, with a focus on backup and disaster recovery.
• Ability to work independently under high pressure and urgent situations, including disaster recovery scenarios.
• Strong analytical, diagnostic, and troubleshooting skills.
• Proven experience managing high-priority incidents and effective communication in stressful situations.
• Expert knowledge of BCDR technologies, including image-based backups, cloud failover, and recovery testing.
• Extensive experience with Windows Server (2012 and later), Ubuntu Linux, and virtualization technologies (KVM/libvirt, VMware ESXi, Microsoft Hyper-V).
• Very good knowledge of network protocols (TCP/IP, VPN, DNS, DHCP, NAT).

Nice to have:

• Experience supporting MSP BCDR devices and services.
• Previous experience in MSP environments or direct collaboration with MSP clients.
• Certifications such as MCSE, VCP, Network+.
• Knowledge of file systems like ZFS, Linux-based storage devices, and storage technologies (ZFS, RAID, iSCSI, SMB).
• Experience with scripting and automation (PowerShell, Bash, or Python).

• Provide expert technical support for BCDR products via phone and email.
• Independently manage the support ticket backlog and communicate with partners to resolve problems.
• Perform advanced troubleshooting of backup, recovery, virtualization, storage, and networking issues.
• Execute advanced data restore operations, virtualization of backups, and cloud failovers.
• Collaborate with other Support team members to effectively progress and resolve tickets.

Workplace: 100% remote Working hours: Night shift from 02:00 to 10:00 CET with standby duty and incident response (typically 1-2 tickets per shift).