At a Glance
- Tasks: Provide proactive support for Backup as a Service customers and troubleshoot technical issues.
- Company: Join a dynamic team at Databarracks, a leader in data protection.
- Benefits: Enjoy private medical insurance, cycle-to-work scheme, and competitive salary.
- Other info: Full training provided, with excellent opportunities for learning and career growth.
- Why this job: Become a data protection hero and make a real difference for diverse clients.
- Qualifications: 2-3 years of technical support experience and strong customer service skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: Battersea (and remote working)
Salary: 40-50k
Benefits: Private Medical Insurance, Cycle-to-work scheme
Reports to: Service Desk Manager
Start Date: ASAP
Hours of work: Full time
Experience: 2-3 years Technical Support experience
Language: English (Required)
The Role
This is an exciting role to deliver highly engaged proactive support to our Backup as a Service customers. The role also includes a rotating duty to cover the first line to handle incoming calls and enquiries from customers and route them to the right technical specialists.
The Responsibilities
- You will be responsible for monitoring and assisting our customers with their online backup services, providing on-going pro-active and re-active support to customers.
- Help customers troubleshoot issues with their backup jobs; advise on backup best practices.
- Diagnose, troubleshoot and advise customers on the resolution of issues preventing their backups from working effectively, this could include the customer’s OSs, software applications, transport and network issues.
- Work across a range of customers of all industries and sizes providing first-class support to all.
- Manage multiple customer cases concurrently and provide regular progress updates to customers.
- Ensure that all customer-related information including case history, contact information, and installed software are kept accurate and contribute to the ongoing upkeep and expansion of our technical knowledgebase.
- Provide first line call answering and routing on a rotating duty with other technicians.
- Join the on-call rota after approximately 3-4 months.
Full training Backup software and our proprietary tools will be provided. The job requires a 37.5 hour working week of 7.5 hours per day with staggered shifts starting between 7am and 9:30am. The candidate will also be expected to join an on-call rota after approximately three months in the business (salary supplement and overtime pay will apply).
The Candidate
As a Service Desk Analyst you’ll be the voice of the company, providing a consistently excellent customer experience by promptly resolving customer and partner technical issues on a range of products and environments. You will have at least 2-3 years of hands on technical experience including business/customer facing work on a daily basis. End users recognise you as someone who is dedicated, responsive, and always able to explain technical concepts and issues at a level that matches their understanding.
You are experienced in and an expert in at least one of the following: TCP/IP Networking, Windows Server 2012 including Active Directory, SQL Server, Microsoft Exchange, Microsoft SharePoint. Your experience in this product will include a solid understanding of the architecture, best practice implementation, common issues and how to troubleshoot them.
You are someone who thrives in an environment where time is of the essence, teamwork is key, multitasking is a way of life, and customer satisfaction is the ultimate reward.
Databarracks offers you the opportunity to become a data protection hero, working on a wide range of versions of major operating systems, across a variety of end customer environments of varying size and complexity, alongside approximately 25 other technology professionals from whom you can learn and likewise share your experience and knowledge.
Data Protection Engineer employer: Databarracks
At Databarracks, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters collaboration and continuous learning. Located in Battersea with the flexibility of remote working, we provide our Data Protection Engineers with comprehensive training, competitive salaries, and benefits such as private medical insurance and a cycle-to-work scheme, ensuring our team members thrive both personally and professionally. Join us to become a data protection hero, where your contributions directly impact customer satisfaction and success.
