Tier II Data Protection Technician

About the Role: Tier II Data Protection Technician at Strategic Business Systems (SBS)

Strategic Business Systems (SBS) is seeking a dedicated and skilled Tier II Data Protection Technician to join its Managed Services Operations Center. This is a remote-based opportunity for candidates with strong expertise in data protection within an IT Enterprise environment.

Candidate Profile

The ideal candidate will possess excellent communication skills, a positive outlook, and a results-oriented mindset focused on team success. This role requires the ability to manage multiple tasks and a willingness to work a 12-hour shift schedule (2-2-3-2-2-3 on a 14-day cycle), covering either day or night shifts. Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint is essential. Experience with Cohesity Data Protect and Helios is a plus, as is military service. US citizenship is required.

• Excellent verbal and written communication skills
• Proven skills with 3+ years of backup experience in the IT Enterprise
• Results-oriented self-starter with a positive outlook and a clear focus on team success
• Ability to prioritize and balance multiple tasks
• Must be willing to work 12-hour shifts, either day shift or night shift [2-2-3-2-2-3 (14 day) schedule]
• Proficient using Microsoft Outlook, Excel, Word and PowerPoint
• Cohesity Data Protect and Helios a plus
• Military service a plus
• US citizenship Required

Key Responsibilities

As a Tier II Data Protection Technician, you will play a crucial role in providing technical support for the Veritas NetBackup suite, including backup server configurations and client support systems. This involves handling restores, troubleshooting issues, and assisting server and database administrators primarily through a ticketing system. Your responsibilities will also include:

• Coordinating technical delivery with partners and/or end customers.
• Overseeing and assisting in technical escalations.
• Monitoring onboarding and technical training for new team members.
• Actively participating in "Governance" or "Team" calls/meetings, providing necessary documentation.
• Monitoring Payment Card Industry (PCI) and other security compliance.
• Maintaining technical documentation, including monthly audits of knowledge base articles, ensuring Run Books are up-to-date, and recording meeting notes.
• Automating reporting to improve efficiency.
• Collaborating with the Technical Lead on weekly internal team training sessions and mentoring less experienced team members.
• Building and maintaining strong customer relationships.
• Maintaining professional communications at all times.
• Supporting presales engagements and billing activities as required.
• Performing other duties as assigned by SBS Management.

About Strategic Business Systems (SBS)

Strategic Business Systems, Inc. (SBS) is a National Information Technology Services company based in the Washington D.C. Metro area. SBS specializes in IT infrastructure design, integration, and operation services, covering a broad range of technologies including network, server, data storage, disaster recovery, security, and Internet solutions.

Key skills/competency

• Veritas NetBackup
• Data Protection
• IT Enterprise Backup
• Technical Support
• Troubleshooting
• Ticketing Systems
• Client Support
• Data Recovery
• System Administration
• Documentation