Support Engineer II

Is this youAre you an experienced Support Engineer with a can-do attitude and a passion for Customer satisfaction managing clients virtual environments multi-OS support Veeam B&Rnetworkingand systems administrationIf you want to do amazing work oversee our clients managed infrastructure resolve issues and have a little fun along the way with good people then thispositionis for you!

Who are weGlad you asked! Opti9 is a trusted cloud solutions provider committed to delivering industry-leading tailored solutions that meet the unique needs of businesses across a wide range of industries. We are a premier Veeam partner as well as an AWS Premier Consulting Partner and Certified Solution Provider. Ourexpertiseincludes managed cloud backup and replication disaster recovery security and Microsoft 365 solutions. Inthe publiccloud space we specialize in migration optimization transformation and cloud-first application consulting.

What would you doAs a Support Engineer II forOpti9 you will work with the support teams to resolve day-to-day support-related issues for our clients. This hands-on roleis responsible forresolving alerts/alarms from our monitoring systems and resolving customers technical tickets while providingexceptionalcustomerengagementand support.

As a Second Level Support Engineer forOpti9 you will work with our world class support team to ensuretimelyresolution of customer issues. This hands-on roleis responsible fordiagnosing and repairing issues within client environments of varying sizes (from SMB to Enterprise) acrossnumerousproducts and this fast-paced role you will have the opportunity to learn manynew technologiesand work with customers around the world.

What are the details

Primary Responsibilities

• Provide concise consistent and effective communication and ensuretimelyresolution of client issues

• Provide support for Veeam Backup and Replication Veeam Backup for Microsoft 365 and Zerto backup and disaster recovery solutions

• Provide support forvCloudDirectorHyper-Vand other virtualization technologies

• Provideoccasionalon-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 workbased on urgency andservice levelcommitments

• Work withmanagementto recommend process enhancements to improveefficiencyand customer experience

• Assistin mentoring and training junior engineers

• Performadministrative tasks for managed clients such asmonitoring troubleshooting patching updating and configuring various systems or applications

• Workwith ourproduct engineering team toprovideinput on development ofautomations new featuresand other enhancements tobusiness systems and internalprocesses

• Createupdateandmaintaindocumentationin ourinternaldocument managementplatform

• Provide feedback to our infrastructureteams(Cloud NetworkBCDR etc.)to improve our service response and remediation times

• Work onsite in our Ottawaofficea minimum of 2 days per week

• Applicants must be open to working a flexible schedule which could include early mornings and late evenings

What do you know

Basic Qualifications:

• 3 years of combined experience in cloud technologies or business continuity as a technician administrator engineer or helpdesk team Windows Hyper-VLinuxand Veeam other backup technologies

• Basic understanding of networking technologiesincludingTCP/IPDHCP DNS

• Experience working with switchingandfirewalltechnologies

• 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 documentationproblem-solvingand organizational skills

• Strong time management and prioritization skills

• Highly comfortableengaging with external customers at the technical and executive levels

• Ability to travel to client sites for on-site support asrequired(valid drivers license and access to a reliable vehiclerequired; mileage reimbursed)

Preferred Qualifications:

• ProfessionalCertificationse.g. Veeam MicrosoftZertoetc.

• 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-sitesupport to clients

• Knowledge of public cloud platforms (IaaS and PaaS) Azure/AWS/GCP

• Previoushands-on experience inDRaaS BaaS and virtualization platforms

• Ability to articulate complex concepts to cross-functional audiences

• Demonstrated ability to adapt tonew technologiesand learn quickly

What do you get from us

At Opti9 we believe work should be more than just a jobit should be a place where you feel valued supported and excited to grow. When you join our teamhereswhat you can expect:

• Paid Time Off Generous PTO and paid holidays so you can recharge take care of what matters and bring your best self to work

• Flexible Work Options Enjoy the flexibility of a hybrid schedule with a mix of remote and in-office work

• Health & Dental Coverage Comprehensive insurance plans to keep you and your family healthy including EAP benefits

• Wellness Reimbursement An annual benefit to support your physical and mental well-being covering a wide range of health-related expenses

• Retirement Plan with Company Match Invest in your future with our matched retirement savings program

• Casual Supportive Culture We keep things laid-back but focused with a strong emphasis on teamwork and accountability

• Recognition & Rewards We celebrate wins and recognize contributions with regular programs that highlight your impact

• Professional Development Access learning opportunities trainingprogramsand support for certifications to help you grow your career

• Give Back Together Participate in group volunteer opportunities and community initiatives that align with our values

• A PlaceYoullWant to BeWerebuilding a team of great people doing meaningful workand we have fun doing it

Opti9 provides equal employment opportunities to all employees and applicants for employment without regard to race color ancestry national origin gender sexual orientation marital status religion age disability gender identity results of genetic testing service in the military or any other legally protected characteristic.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.