Technical Support Specialist II (Backup / Restore, Networking)

ConnectWise is a global software company providing solutions that help technology solution providers manage their businesses, automate service delivery, and remotely control technology. The Technical Support Specialist II assists partners with diagnosing and resolving product issues, particularly involving backup, restore, and networking, while collaborating with cross-functional teams and documenting solutions. ResponsibilitiesProvides support to cross-functional teams, with a high attention to detailResearches, analyzes, and documents findingsMay influence others within the Technical Support team through the explanation of facts, policies, and practicesInteracts with partners to provide technical support via email, phone, chat, cases, and remote sessionsMonitors backup, off-site, and critical service failure eventsInvestigates and resolves reported failure incidents, escalating when necessaryActs as first point of contact for escalated support casesMaintains a knowledge base of our p