Support Engineer II

Opti9 Technologies•Ottawa, ON

15d•CA$65,000 - CA$80,000•Hybrid

About The Position

As a Support Engineer II for Opti9, you will work with the support teams to resolve day-to-day support-related issues for our clients. This hands-on role is responsible for resolving alerts/alarms from our monitoring systems and resolving customers' technical tickets while providing exceptional customer engagement and support. As a Second Level Support Engineer for Opti9, you will work with our world class support team to ensure timely resolution of customer issues. This hands-on role is responsible for diagnosing and repairing issues within client environments of varying sizes (from SMB to Enterprise) across numerous products and platforms. In this fast-paced role, you will have the opportunity to learn many new technologies and work with customers around the world.

Requirements

3+ years of combined experience in cloud technologies or business continuity as a technician, administrator, engineer, or helpdesk team member e.g. VMware, Windows, Hyper-V, Linux, and Veeam other backup technologies
Basic understanding of networking technologies including TCP/IP, DHCP, DNS
Experience working with switching and firewall technologies
Extensive knowledge of various IT disciplines; Virtualization, Networking, Storage
Hands on experience managing backup and disaster recovery strategies and solutions
Experience with Microsoft Active Directory (on-premises) as well as Azure Identity Management
Experience troubleshooting and diagnosing complex issues involving multiple IT disciplines
Professional communication, documentation, problem-solving and organizational skills
Strong time management and prioritization skills
Highly comfortable engaging with external customers at the technical and executive levels
Ability to travel to client sites for on-site support as required (valid driver’s license and access to a reliable vehicle required; mileage reimbursed)

Nice To Haves

Professional Certifications e.g., Veeam, Microsoft, Zerto, etc.
Experience working with ticketing systems such as Zendesk
Experience with monitoring tools such as Nagios, Icinga, Zabbix, etc.
Experience with VMware, Veeam Backup and Replication, and Hyper-V
Experience with Microsoft Office 365
Experience working with or for Managed Service Providers
Experience providing on-site support to clients
Knowledge of public cloud platforms (IaaS and PaaS) – Azure/AWS/GCP
Previous hands-on experience in DRaaS, BaaS, and virtualization platforms
Ability to articulate complex concepts to cross-functional audiences
Demonstrated ability to adapt to new technologies and learn quickly

Responsibilities

Provide concise, consistent, and effective communication and ensure timely resolution of client issues
Provide support for Veeam Backup and Replication, Veeam Backup for Microsoft 365, and Zerto backup and disaster recovery solutions
Provide support for vCloud Director, Hyper-V and other virtualization technologies
Provide occasional on-site support for Managed Services clients in Ottawa
Troubleshooting server operating system issues - primarily Microsoft Windows Server but may also work with Linux-based systems (Ubuntu, FreeBSD, CentOS, RHEL)
Manage multiple tickets, prioritizing work based on urgency and service level commitments
Work with management to recommend process enhancements to improve efficiency and customer experience
Assist in mentoring and training junior engineers
Perform administrative tasks for managed clients, such as monitoring, troubleshooting, patching, updating, and configuring various systems or applications
Work with our product engineering team to provide input on development of automations, new features and other enhancements to business systems and internal processes
Create, update and maintain documentation in our internal document management platform
Provide feedback to our infrastructure teams (Cloud, Network, BCDR, etc.) to improve our service, response, and remediation times
Work onsite in our Ottawa office a minimum of 2 days per week
Applicants must be open to working a flexible schedule which could include early mornings and late evenings