Backup Engineer (Service Desk)

About ATECH Cloud (Cloudzen 365)

Atech is a highly accredited Microsoft Partner who delivers transformed technology with managed services. Our team of certified Microsoft experts align with your team to deliver an excellent service tailored to your individual needs, 24/7/365.

Our services support 25,000 users globally and proactively monitor 45,000+ devices in key areas:

• Azure infrastructure managed service
• Modern Workplace: Office 365, Microsoft 365, and Azure Virtual Desktop
• Managed Security and SOC with Microsoft Defender, Sentinel

Company website link: https://atech.cloud/

Role Scope

Job Title:

Dept:

Team:

Manager:

Location

Operational Window & Shift Pattern:

Mon Fri UK Business Hours

Role Purpose:

For Management Roles:

Span of Control & Team Location:

Commercial/Budget Accountability:

Not applicable

Key Responsibilities:

Key Responsibilities

• Perform daily backup integrity checks to ensure successful job completion and data recoverability.
• Troubleshoot backup failures, missed jobs, and performance issues across customer environments.
• Monitor and maintain (training will be provided) enterprise backup solutions including:

• Avamar

• Asigra

• Cohesity

• Zerto

• Manage, triage, and resolve service desk tickets related to backup and DRaaS/BaaS services within agreed SLAs.
• Execute and document restore requests, test recoveries, and regular DR exercises.
• Participate in the onboarding of new customers, including initial backup configuration, testing, and reporting setup.
• Maintain and improve support documents (wiki knowledge base) and standard operating procedures (SOPs) and documentation.
• Collaborate with internal teams (e.g., Cloud, Security, Service Desk) to deliver a seamless customer experience.
• Escalate complex issues to vendors or senior engineers when necessary.
• Ensure compliance with data protection policies and regulatory requirements.

Monitoring/Triage:

• Investigate and respond to auto generated (system alert) and customer facing tickets, using agreed processes to identify the most appropriate solution, escalating to colleagues as required
• Monitor progress of vendor cases, ensuring that activities and support replies are actioned

Service and Change Requests:

• Carry out routine tasks, maintenance and implement basic changes on a variety of back-up and cloud technologies.
• Investigate and respond to technical issues, using agreed processes to identify the most appropriate solution.

Communication and Engagement:

• Monitor relevant teams channels and service desk queues, responding to and actioning as required

People Interactions:

• Provide regular updates to customers on the progress and status of their query using ticket systems.
• Liaise with external 3rd party suppliers to identify solutions to customer queries.
• Participate in Teams groups with colleagues from the below departments / brands, providing input to assist with resolving customer queries.
• Communicating with internal stakeholders from a variety of departments / brands to obtain and share information relating to customer networks.

Key Behaviours:

• 2+ years

  of hands-on experience in backup/recovery roles within an MSP, CSP, or enterprise IT environment.
• Strong technical experience with backup technologies.
• Familairty with the following technolgoies would be advantageous but not required:
• Cohesity
• Zerto
• Asigra
• Commvault
• Familiarity with backup/recovery concepts including deduplication, replication, retention policies, and RTO/RPO.
• Solid understanding of Windows and Linux server environments.
• Experience working with virtualized environments (e.g., VMware, Hyper-V).
• Strong troubleshooting and diagnostic skills.
• Experience using ITSM/ticketing tools (e.g., ServiceNow, ConnectWise).
• Excellent documentation and communication skills.
• Strong customer service mindset and ability to work independently and in a team.
• Time management skills, with the ability to multitask
• Written and verbal communication skills
• Ability to translate technical information into straightforward language

Desirable Skills

• Experience with on-premise, hybrid and cloud platforms and cloud-native backup solutions.
• Scripting skills (e.g., PowerShell, Bash, Python) for automation tasks.
• Certifications in backup technologies or relevant platforms (e.g., Dell EMC, Zerto Certified, etc.).
• Exposure to data compliance standards (e.g., GDPR, ISO 27001).

Atech Benefits:

• 24 days leave plus 8 festival holidays
• Food Provided
• Provident Fund
• Exam fee and training funding
• Healthcare Scheme.
• Enhanced maternity & paternity leave
• Employee Assistance Programme
• Employee Wellbeing policy
• Mobile reimbursement policy
• Employee Referral Scheme
• Individual Training & Development Plans.

Eligibility Criteria:

Atech is committed to fostering an inclusive and diverse workplace.