Support Engineer Helpdesk II (Level 2)

About the role

The Support Engineer Helpdesk II provides second‑level technical assistance for enterprise customers, focusing on backup and recovery solutions. You will work closely with clients to resolve product and network issues while ensuring compliance with service level agreements.

Key responsibilities

• Monitor and maintain backup and recovery systems to meet defined SLAs.
• Handle restore requests, escalating complex cases as needed.
• Create and modify SLA definitions and manage protected VM (PV) issues, including API resets.
• Apply T1‑T3 threat detection procedures and determine when Rubrik engagement is required.
• Perform data source additions, backup deletions, and manage protection removal from objects.
• Manage cluster and object disconnections and basic cloud object protection.
• Conduct basic hardware troubleshooting using CDM and PuTTY.
• Assign user roles, permissions, and apply recovery methods.

Required profile

• 1–2 years of experience in customer service or enterprise support environments.
• Strong communication skills and ability to interact with end‑users.
• Willingness to learn new technologies and adhere to ISO 9001 and ISO 27001 standards.

Required skills

• Networking fundamentals, IP/subnetting, switches and firewalls.
• Active Directory configuration and Windows/Linux permissions.
• OS‑level troubleshooting and virtualization (ESXi/VMware, Hyper‑V, Nutanix).
• Backup and recovery concepts, snapshot creation, data replication.
• ITIL process knowledge.
• Security technologies: firewalls, encryption, antivirus, intrusion detection, MFA (TOTP, WebAuthn, DUO).
• Basic hardware troubleshooting (CDM, PuTTY) and RAID awareness.