Backup Analyst- Technical Support

About the Company

IDrive Software

Technical Support Engineer

Role & Responsibilities:

• Provide

  diagnostic technical support

  to users via

  chat, voice, and phone

  , primarily within a technical support process.
• Expertly

  troubleshoot, diagnose, and resolve issues

  related to software/hardware installation, configuration, and performance.
• Apply advanced

  diagnostic techniques

  to identify root causes of problems and recommend effective solutions to correct failures.
• Utilize and expand your

  knowledge of networking concepts

  to address connectivity and infrastructure-related issues.
• Collaborate with internal teams to escalate complex problems and ensure timely resolution.
• Maintain accurate records of customer interactions and technical issues in our support system.

What We're Looking For:

• 2-8 years of experience

  in a technical support role, with a strong preference for backgrounds in chat, voice, or phone support.
• Proven ability to

  diagnose and resolve technical issues

  efficiently.
• Solid understanding of

  networking concepts

  (e.g., TCP/IP, DNS, routing, firewalls).

• Excellent verbal communication skills

  with the ability to explain technical information clearly and patiently to diverse users.
• Flexibility to work in

  rotational and night shifts

  within a 24/7 support environment.

Why Join Us?

At IDrive, were creating an environment where innovation thrives, talent is recognized, and people are empowered to grow. We are committed to supporting our team both professionally and personally.

Heres what you can look forward to as part of our team:

Work & life balance

• Hybrid work model with flexible hours to suit your lifestyle
• Paid time off and holidays to relax and recharge
• Parental leave for life's important milestones

Health & wellness

• Medical insurance with customizable coverage for you and your family
• Comprehensive life and accidental insurance for added peace of mind

Culture & community

• Company events and team lunches to foster connection and collaboration
• Festival gifts and goodies to celebrate special occasions together

Perks that matter

• Competitive pay that reflects your experience and contributions
• Online storage space