Data Protection Specialist

Who we are

Harbor Solutions provides specialist data protection services using enterprise backup products to safeguard data and guard against ransomware attacks. Our leading industry-managed services offer world-class customer service and give customers confidence that their data is secure.

At Harbor, we pride ourselves on building strong relationships with customers, and we are experiencing rapid growth in our customer base, requiring the expansion of our support teams.

What’s the role?

Data Protection Specialist

The Data Protection Specialist is a Level 2 technical support role within our Service Operations team. As a customer-facing role, you will communicate with clients via phone and email, so excellent oral and written skills are required.

The Data Protection Specialist needs to be capable of performing all Service Desk Analyst (Level 1) tasks as well as having a more in-depth understanding of the technical solutions and applications. The role reports to the Service Desk Manager.

What you’ll be doing

• Act as a technical escalation contact point for the Level 1 support team
• Troubleshoot basic and complex issues
• Review application Logs
• Escalate issues to vendors and manage them to identify technical resolutions.
• Communicate with customers and partners
• Understand and Communicate Service Descriptions
• Update and patch аpplications
• Implement Change Requests (basic and complex)
• Implement Service Requests (including Client Data Restores)
• Approve Technical Changes
• Configure and maintain monitoring and alerting tools
• Complete Technical Documentation
• Obtain and maintain technical qualifications as required
• Perform application administration (e.g., Rubrik/Druva/Zerto/Commvault)
• Manage escalation to Level 3 support team

About you

Core competencies:

This role is suitable for applicants with a strong technical background and previous Level 2 Support experience in the area of IT Services. The Data Protection Specialist will have direct exposure to our customers, so they should be able to liaise with technical and business stakeholders alike.

Knowledge or experience with the following would be advantageous:

• Backup and DR Technologies (Rubrik, Druva, Zerto, Commvault, NetBackup)
• Understanding and awareness of ITIL process
• Understand how to troubleshoot issues
• Previous experience of working in a technical support environment
• VMware (vCenter, ESX, VDS and NSX), Hyper-V and Nutanix
• Public Cloud (Azure, AWS)
• Microsoft 365 (M365)
• Knowledge of Microsoft operating systems such as Server 2012/2016/2019/2022
• Knowledge of Linux operating systems such as RedHat, Debian, Ubuntu
• Scripting and automation skills (Powershell)
• Documentation skills

Benefits Overview

• Investment into training and development of individuals – progression within our technical team is strongly encouraged
• 25 days of holiday, plus an additional day for your birthday.
• Early Friday finishes in July
• Enhanced maternity and paternity policies
• Flexible working options
• Holiday carry-over opportunities
• Health insurance and dental coverage
• Food vouchers
• Potential for additional benefits in the future