Detalle de la Oferta

Descripción de la Oferta

Note: For this position, we are looking for someone with full-time availability.

GENERAL DESCRIPTION

OSI is looking for a Tier 2 Backup & Disaster Recovery (BDR) Engineer to join our client’s Managed Services team supporting clients in the U.S. and Canada. This role is perfect for a technical professional in El Salvador or Nicaragua who excels in troubleshooting enterprise-grade backup environments.

This engineer will play a critical role in troubleshooting, triaging, and supporting enterprise backup technologies for our clients. The ideal candidate brings hands-on experience with Veeam and Commvault, a working knowledge of AWS and Azure backup environments, and a strong ability to manage customer incidents efficiently. Experience with Zerto replication technologies is a plus.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Own support tickets from intake to resolution using defined SLAs and escalation guidelines.
• Troubleshoot backup job failures, configuration issues, and restore requests.
• Provide frontline support for Veeam, Commvault, AWS Backup, Azure Backup, and related data protection platforms.
• Follow established escalation paths to Platform Owners or platform SMEs where applicable.
• Document all technical steps, findings, and resolutions in the internal ticketing system.
• Actively monitor system alerts and backup job statuses.
• Collaborate with in U.S.-based Platform Owners and SMEs for high-level escalations.
• Contribute to team knowledge base by flagging repeat issues or documentation gaps

REQUIREMENTS

• Minimum 2 years experience in technical support or Tier 2 systems/backup engineering role.
• Proficient with Veeam, Commvault, Cohesity or Rubrik backup systems.
• Working knowledge of AWS and/or Microsoft Azure backup services.
• Skilled in troubleshooting, ticket handling, and time management under pressure.
• Experience working with structured support workflows, SLAs, and documentation standards.
• Strong written and verbal communication.
• Ability to work a Thursday–Monday shift (including weekends). This is a mandatory requirement for 24/7 coverage.

PREFERRED QUALIFICATIONS

• Experience with Veeam, Commvault, AWS, and Azure backup environments beyond basic operation.
• Zerto experience or Zerto Certified Professional (ZCP) is a plus.
• Experience supporting BaaS offerings in a service provider or MSP environment.
• Strong understanding of Windows Server, VMware, networking, and storage fundamentals.
• Working knowledge of ITIL or similar operational frameworks.

QUALIFICATIONS

• Calm under pressure and confident in fast-paced environments
• Respectful of team procedures, collaboration, and handoffs
• Strong customer service orientation and follow-through
• Process-driven yet adaptable in critical situations
• Strong documentation skills and attention to detail when recording processes and troubleshooting steps