Technical Support (Data Protection)
About Harbor Solutions
Harbor Solutions is a data services provider specializing in protecting and recovering customer data. With a focus on data availability and security, we offer high-quality services backed by decades of industry experience, ensuring our clients can maintain business continuity and meet their data protection goals.
About the Job
The Data Protection Specialist is a Level 2 technical support role within our Service Operations team. This position involves acting as a critical escalation point for complex technical issues, as well as handling some Level 1 support responsibilities when needed. The role requires effective communication with customers via phone and email, and will involve troubleshooting and resolving a variety of technical challenges. The role reports to the Service Desk Manager.
We offer flexible working arrangements, including hybrid and remote work options, and have offices in St Albans and Farringdon, London.
Key Responsibilities
- Serve as a technical escalation point for Level 1 support team members.
- Troubleshoot and resolve both basic and complex technical issues related to data protection systems.
- Analyse application logs to identify and resolve problems effectively.
- Escalate technical issues to vendors and track their resolution.
- Communicate clearly and efficiently with customers, partners, and internal teams.
- Manage and implement technical Change Requests and Service Requests, including client data restores.
- Update, patch, and maintain applications to ensure system stability and security.
- Oversee technical changes to meet service requirements.
- Configure, monitor, and maintain alerting tools for proactive issue management.
- Develop and maintain technical documentation and reporting.
- Perform administration tasks on key platforms (e.g. Rubrik, Druva, Zerto, Commvault).
- Escalate unresolved issues to Level 3 support teams.
- Obtain and maintain relevant technical certifications to stay current in the field.
Qualifications
- Extensive technical expertise in IT services, with experience in technical support and backup solutions.
- Proficiency in Backup and DR Technologies (e.g. Rubrik, Druva, Zerto, Commvault, NetBackup).
- Strong understanding of ITIL processes and troubleshooting methodologies.
- Experience with virtualisation technologies (Vmware, Hyper-V, Nutanix).
- Familiarity with Public Cloud platforms (Azure, AWS).
- Working knowledge of Microsoft 365 (M365).
- Expertise in Microsoft operating systems (Server 2012, 2016, 2019, 2022).
- Proficiency in Linux operating systems (RedHat, Debian, Ubuntu).
- Scripting and automation skills (e.g. PowerShell).
- Strong technical documentation and reporting abilities.
Benefits Overview
- Investment in training and development with opportunities for career progression.
- 25 days holiday plus an extra day for your birthday.
- Early Friday finishes during the summer months (July).
- Enhanced maternity and paternity policies.
- Flexible working with hybrid/remote options available.
- Holiday carry-over options.
- Health insurance coverage.