Engio

IT Support

• Perform daily health checks, monitor alerts, and execute routine backup jobs across diverse client environments.
• Handle, triage, and resolve Level 1/2 incidents and service requests related to failed backups, working within defined Service Level Agreements (SLAs).
• Learn and apply fundamental troubleshooting techniques for Windows Server, networking (DNS, DHCP), and virtualization layers (VMware).
• Log all activities accurately and assist in keeping Standard Operating Procedures (SOPs) up-to-date.
• Work designated shifts, participate in knowledge-sharing sessions, and learn directly from senior engineers.

Associate IT Backup & Recovery Services Specialist

• Take lead responsibility for maintaining, monitoring, and optimizing highly available, enterprise-grade backup solutions (e.g., Veeam, Commvault, etc.).
• Lead detailed Root Cause Analysis (RCA) for recurring and complex backup failures, implementing permanent fixes and service improvements.
• Act as a key reviewer and executor for service changes, ensuring strict adherence to ITIL change enablement procedures.
• Actively identify, propose, and implement opportunities for automation and process enhancement to boost service reliability and efficiency.
• Serve as the Subject Matter Expert (SME) for customer and internal team inquiries, translating technical problems into clear business impacts.

IT Backup & Recovery Services Specialist

General

• Employ advanced, proactive risk management skills to "look around the corner" and identify systemic or complex delivery challenges, implementing preventative measures across the delivery methodology.
• Drive continuous improvement by aligning the delivery methodology with ITIL framework best practices.
• Mentor junior staff on advanced process execution and governance.
• Take responsibility for expert resource forecasting, capacity planning, and reporting on team workload/utilization to senior management to optimize operational efficiency.
• Own and manage high-level, complex customer and vendor escalations to ensure rapid resolution and a positive outcome, protecting key relationships and revenue streams.
• Manage and coordinate large-scale implementations that span Finance, Engineering, and Operations, ensuring all functional heads are aligned on project objectives.

Lead IT Service Delivery – Provisioning

• Independently negotiate and own project timelines with customers, internal engineering teams, and vendors to ensure projects are delivered efficiently, and revenue is realized expediently.
• Take responsibility for financial reconciliation; ensure accurate billing triggers are set in the CRM and lead the QA process for tasks handed off to Finance.
• Manage routine operational vendor relationships critical for provisioning services and oversee monthly inventory audits and reconciliations autonomously.
• Act as the primary communication lead with customers, providing transparent status updates and managing expectations throughout the contract-to-fulfillment process.
• Effectively manage internal resource allocation to balance team workload and maintain a smooth delivery pace.

IT Service Delivery, Provisioning Specialist

• Utilize CRM/ITSM tools to perform accurate data entry, ensuring sales orders and customer details are correctly recorded for provisioning and billing.
• Strictly follow Standard Operating Procedures (SOPs) for basic provisioning tasks, inventory management, and service activation handoffs.
• Assist senior specialists with resource allocation and scheduling by updating project statuses and managing basic workloads.
• Maintain records for new inventory requirements and assist in physical inventory audits and monthly reconciliations.
• Gain a basic understanding of the sales-to-delivery lifecycle and the importance of the customer journey during implementation.

Associate IT Backup & Recovery Services Specialist

IT Backup & Recovery Services Specialist

Lead IT Service Delivery – Provisioning

IT Service Delivery, Provisioning Specialist

Associate IT Service Delivery – Provisioning Specialist