Support Engineer II

Title of the Job: Support Engineer II

Location: Ottawa, ON

Job Description: Is this you? Are you an experienced Support Engineer II with a passion for helping customers resolve cloud, server and back-up related issues? If yes, then this position is right for you!Who are we? So glad you asked! HostedBizz an Opti9 Company is a top hybrid cloud solutions provider. We’re committed to delivering industry-leading solutions to our customers based on their unique business needs. For those looking to the public cloud, we’re an AWS Advanced Consulting Partner and Certified Solution Provider focused on migration, optimization, transformation, and cloud-first application consulting. We also specialize in managed cloud, backup, and disaster recovery.We have a fun, casual culture that embraces fresh ideas and innovation. We’re customer-driven and we are looking for authentic and accountable team players to collaborate with us to reach our goals.What would you do? As a Support Engineer II for HostedBizz, 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 a high-touch customer experience to our clients. This role will report to the Support Team Lead and a Hosted Bizz Support Team member.As a Second Level Support Engineer for HostedBizz, 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.What are the details?Primary Responsibilities:Provide concise, consistent, and effective communication and ensure timely resolution of client issuesProvide level 2 support for Veeam Backup and Replication and Veeam Backup for Microsoft 365Provide level 2 support for vCloud Director, Hyper-V and other virtualization technologiesTroubleshooting 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 against aggressive timelinesWork with supervisor to recommend process enhancements to improve efficiencies and customer experienceAssist in mentoring and training junior engineersRespond to and resolve support tickets related to the on-going management of customer environmentsMonitor and service client operations, including troubleshooting, patching, updating, and configuring various systems or applicationsMonitor ticket queue, responding and updating, general BaaS and DRaaS inquiries as it relates to client technical supportDiagnose and resolve reported client incidents, tasks, questions, or problemsDevelop automation to improve current and future processesProvide documentation and technical specifications to other team members for maintaining and operating these environments for clientsWork with other teams VMware, Network, Storage, and Security subject matter experts to improve our service, response, and remediation timesWork onsite in our Ottawa location of a minimum of 2 days per week in the officeWhat do you know?Basic Qualifications: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, and Veeam other backup technologiesExtensive knowledge of various IT disciplines; Virtualization, Networking, StorageHands on experience managing backup and disaster recovery strategies and solutionsExperience with Microsoft Active Directory (on-premises) as well as Azure Identity ManagementExperience troubleshooting and diagnosing complex issues involving multiple IT disciplinesProfessional communication, documentation, problem-solving and organizational skillsStrong time management and prioritization skillsHighly comfortable engaging with external customers at the technical and executive levelsPreferred Qualifications:Professional Certifications e.g., Veeam, Microsoft, Networking, etc.Experience working with ticketing systems such as ZendeskExperience with monitoring tools such as Nagios, Icinga, Zabbix, etc.Experience with VMware, Veeam Backup and Replication, and Hyper-VExperience with Microsoft Office 365Experience working with or for Managed Service ProvidersKnowledge of public cloud platforms (IaaS and PaaS) – Azure/AWS/GCPPrevious hands-on experience in DRaaS, BaaS, and virtualization platformsAbility to articulate complex concepts to cross-functional audiencesDemonstrated ability to adapt to new technologies and learn quicklyWhat do you get from us?PTOMedical & Dental InsuranceRetirement plan with company matchCasual atmosphereRecognition ProgramsGroup Volunteer OpportunitiesOption to be a hybrid (remote/in-office) positionA great place to spend most of your time!HostedBizz an Opti9 Company is proud to be an equal opportunity employer. HostedBizz 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.Powered by JazzHR

Company Name: HostedBizz

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