Data Protection Engineer

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.