Backup Administrator/ Backup Engineer

Key Responsibilities

• Investigate and respond to customer requests using agreed processes to identify and deliver the most appropriate solution. This includes, but is not limited to:

• Backup Platforms: Avamar, Cohesity, Arcserve, Commvault, Saira, Veeam, and other backup solutions as required.

• Backup Operations: Backup schedules, retention policies, recovery concepts, and restoration processes.

• Infrastructure Services: Storage, replication, and disaster recovery (DR) solutions.

• Monitoring & Troubleshooting: Backup monitoring, job reviews, log analysis, troubleshooting, and issue resolution.

• Stakeholder Management: Customer and vendor coordination while adhering to defined escalation procedures.

• Deliver excellent customer service with a strong customer-first mindset.

• Utilize established processes, knowledge, and experience to determine the most suitable resolution for customer queries.

• Collaborate with and support other departments as required.

• Maintain and update internal process and operational documentation.

• Act as a liaison between customers and third-party vendors to coordinate and drive issue resolution.

• Complete all required administrative activities and documentation accurately and in a timely manner.

• Identify opportunities for process improvement and communicate recommendations to relevant stakeholders.

• Serve as a point of contact for internal escalations related to backup platforms and services.

• Coordinate with colleagues to transfer and escalate work appropriately, ensuring all relevant information is communicated clearly.

• Participate actively in Microsoft Teams channels and discussions, contributing to the resolution of customer requests and service issues.

• Contact customers via phone, email, and ticketing systems to gather information and provide regular updates on request status and progress.

• Engage with third-party suppliers to arrange support and assistance for customer-related issues.

• Perform initial troubleshooting of backup job failures, identify probable root causes, and resolve common issues within defined 1st Line Support responsibilities.

• Escalate complex incidents to L2/L3 Support Teams with complete troubleshooting details, error evidence, findings, and actions already taken.

• Support standard backup-related service requests and help maintain service availability in accordance with customer SLA commitments.

• Assist with monitoring activities and proactively review logs to identify service risks, recurring issues, and potential failures.

• Communicate effectively with internal stakeholders across departments and business units, including:

• Team Leaders

• Incident Managers

• Service Request Team

• Incident Management Team

• Service Delivery Managers

• 1st Line, 2nd Line, and 3rd Line Support Engineers

• Infrastructure, Network, and Development Teams

• Account Managers

This role requires strong technical troubleshooting skills, excellent communication abilities, customer-focused service delivery, and effective collaboration with both internal and external stakeholders.

Knowledge & Skills

Technical Knowledge

• Exposure to enterprise backup platforms, including Avamar, Cohesity, Arcserve, Commvault, Asigra, Veeam, and other backup solutions as required.
• Experience with backup job monitoring, failure analysis, and initial troubleshooting of backup-related incidents.
• Understanding of backup schedules, retention policies, restore procedures, recovery operations, and disaster recovery concepts.
• Knowledge of storage, replication, and backup infrastructure environments.
• Basic understanding of Windows Server and Linux Server administration, including platform-level troubleshooting.
• Basic knowledge of VMware vSphere, virtualization concepts, and operating system infrastructure.
• Understanding of DNS, IP addressing, network connectivity, and their impact on backup operations.
• Ability to interpret monitoring alerts, system logs, and error messages to identify and resolve backup issues.
• Awareness of incident management, service request processes, and SLA commitments.
• Experience maintaining accurate ticket documentation and transparent issue tracking.

Professional Skills

• Strong critical thinking and analytical abilities.
• Excellent problem-solving skills with a methodical approach to troubleshooting.
• Strong customer service and stakeholder management skills.
• Effective communication with customers, vendors, and internal teams.
• Ability to prioritize workloads and manage multiple open tickets simultaneously.
• Strong time management and organizational skills.
• Ability to coach, mentor, and support colleagues when required.
• Experience in conflict resolution and de-escalation.
• Strong written and verbal communication skills.
• Ability to clearly explain technical concepts to both technical and non-technical audiences.
• Team-oriented mindset with adaptability to changing business requirements.

Customer Service

• Triage and manage all new backup-related tickets.
• Understand and complete customer requests relating to backup services.
• Proactively monitor customer backup environments through daily operational checks.
• Identify backup issues and notify customers through Customer-Facing Tickets (CFTs).
• Manage tickets automatically generated by monitoring and ticketing systems.
• Create Customer-Facing Tickets where appropriate for auto-generated alerts.
• Progress assigned tickets proactively and within agreed timescales.
• Maintain a high standard of ticket administration, ownership, categorization, and workflow management.
• Work collaboratively with a "One Team" mindset across all departments.
• Provide backup-related assistance and guidance to colleagues when required.
• Identify and recommend process improvements to enhance customer service delivery.

Quality & Productivity

• Ensure all responses and updates are completed within agreed SLA targets.
• Accurately record all technical activities and troubleshooting actions.
• Document relevant error logs, access validations, diagnostics performed, and remediation steps taken.
• Utilize the appropriate Knowledge Base articles and operational procedures.
• Select correct ticket categories, subcategories, and workflows.
• Maintain clear, accurate, and customer-focused ticket notes.
• Improve and maintain ticket resolution times by following agreed service management standards.
• Ensure consistency, accuracy, and quality across all customer records and service requests.
• Contribute to continuous service improvement initiatives and operational excellence.

Atech Benefits

• 24 Days Annual Leave plus 8 Festival Holidays
• Food Provided
• Provident Fund (PF)
• Training and Certification Funding, including exam fee reimbursement
• Healthcare Scheme
• Maternity & Paternity Leave
• Employee Referral Scheme
• Individual Training & Development Plans