Data Protection Technician

  • (Multiple states)
  • Full Time
  • Operations Support Center
  • Mid Level

Expedient is a provider of multi-cloud platforms, hosting and security and data center infrastructure as a service (IaaS) solutions. We are a CRN Top 100 Data Center and Solutions Provider, a Top Workplace winner for 6 years and ranked among the Top 3 Managed Service Providers globally. 

We have an immediate need for a Tier 2 Data Protection Technician to join the Operations Support Center. The successful candidate will have a strong technical acumen and a deep knowledge of Data Protection/Backups fundamentals and storage platform functions. This position will focus on supporting and administering both agent and agentless data protection solutions across several data centers in either a shared or dedicated customer configuration. This position works a standard shift of Monday through Friday business hours shift. 

Sponsorship is not provided.
Recruiting/staffing firms are not utilized. Job seekers should apply directly.


Primary Responsibilities:
•    Prioritize and resolve escalated tier 2-level customer needs related to data protection technologies including backup failures, retention policy adjustments, restore requests, etc. by phone, email or in person for service-related assistance applying to a variety of technologies
•    Support tier 1 staff by answering their questions and assisting them with troubleshooting a problem
•    Support customer solutions across all Expedient data centers as assigned by the management team
•    Apply standard operating procedures (SOPs) for client need resolutions and update trouble ticketing system to log all requests and activities, including documentation of special requests and customizations
•    Monitor the operational support systems to proactively identify service-impacting events relating to IT, storage and facility conditions
•    Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
•    Adhere to change-management procedures to provide accountability and ensure minimal production downtime
•    Escalate problems to external vendors when necessary, to resolve the escalated issue
•    Create documentation and write up standard operating procedures for both internal and customer use when a better practice is discovered and applied

Requirements:
•    An associate's degree in a technical discipline or equivalent work experience and industry technical certifications from a major data protection or storage provider
•    Previous experience working with customers to deliver support for backups and data protection technologies
•    Ability to be patient and calm to prioritize and be productive in high-pressure situations, providing timely status updates to customers, peers and/or project management
•    Strong troubleshooting skills, including the ability to quickly identify and resolve problems in "down" situations
•    Strong analytical and independent problem-solving skills

•    Demonstrable level of competency with the following concepts:

  • Agent based backups
  • Agentless image"-based backups of virtual machines
  • Storage quotas and hard vs soft limits on quotas
  • Basic application understanding of Exchange, SQL, and AD
  • Basic network troubleshooting 


Required Non-Technical Skills: 
•    Patience and the ability to consistently maintain a professional demeanor as well as effectively explain complex concepts to others 
•    Strong problem-solving skills
•    Strong organization and documentation skills; all work documentation is captured in job ticket details and standard operating procedures (SOPs) for use by other members of the team
•    Superior verbal and written communications skills as this role will be corresponding with all levels within the organization
•    Ability to lift objects weighing up to 40 pounds; remain in a seated position and use phone, ticketing system
 

BENEFITS TO WORKING FOR EXPEDIENT We place a high value on learning and staying agile in the technology arena. We make education and training available to our employees through a robust, employee-driven training and tuition reimbursement program. Additional benefits include 3 weeks of paid time off, plus top-tier, affordable medical, dental, vision insurance, as well as 401(k) with a generous match and a paid day off to celebrate your birthday each year. Expedient is committed to providing its employees with an environment that promotes collaboration with both team and individual success.  

To apply, please submit your resume and a cover letter explaining your interest.  

If this isn’t the job for you, perhaps you have a friend who would be a perfect fit. Please share the following link so they can view/apply for this or any of our other current job opportunities: expedient.com/careers.

Expedient is an equal opportunity employer, providing a safe, drug-free work environment. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability, or any other characteristic protected by law. 

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