Support Engineer I

Is this you? Are you a motivated and tech-savvy person 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! Opti9 is a top hybrid cloud solutions provider. We’re committed to delivering industry-leading solutions to our customers based on their unique business needs. We are a Certified Solution Provider focused on migration, optimization, transformation, and cloud-first application consulting. We also specialize in managed cloud, backups and replication, and disaster recovery. We have a fun, casual culture that embraces fresh ideas and innovations. 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 I for Opti9, you'll be the first point of contact for customers experiencing technical issues. You'll troubleshoot basic problems, provide clear guidance, and ensure a positive support experience. 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.

What are the details?

Primary Responsibilities

• Answer incoming support calls and chats from the inbound queue and assist customers with technical issues in a timely and courteous manner
• Provide level 1 support for Veeam Backup and Replication, Veeam Backup for Microsoft 365 and Zerto backup and disaster recovery solutions
• Provide level 1 support for vCloud Director, Hyper-V and other virtualization technologies
• 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 against service level agreements
• Work with management to recommend process enhancements to improve efficiency and customer experience
• Respond to and resolve support tickets related to the on-going management of customer environments
• Monitor ticket queue by responding, updating, and triaging to level 2
• Diagnose and resolve reported client incidents, tasks, questions, or problems
• Work onsite in our Ottawa location a minimum of 2 days per week
  
  

What do you know?

Basic Qualifications:

• College Diploma, associate’s degree, bachelor’s degree or equivalent experience in the technology field
• Basic understanding of various IT disciplines; Virtualization, Networking, Storage
• Basic understanding of backup and disaster recovery strategies and solutions
• Experience working in technical support, help desk, or customer service
• Strong communication, documentation, problem-solving and organizational skills
• Ability to work in a fast-paced environment and manage multiple tasks
• A positive attitude and eagerness to learn
• Highly comfortable engaging with external customers at the technical and executive levels
  
  

Preferred Qualifications:

• Professional Certifications e.g., Veeam, Microsoft, Networking, etc
• Experience working with ticketing systems
• Experience with VMware, Veeam Backup and Replication, Zerto and Hyper-V
• Experience with Microsoft Office 365
• Experience working with or for Managed Service Providers
• Knowledge of public cloud platforms (IaaS and PaaS) – Azure/AWS/GCP
• Ability to articulate complex concepts to cross-functional audiences
• Demonstrated ability to adapt to new technologies and learn quickly
  
  

What do you get from us?

• Generous PTO and paid holidays
• Medical & Dental Insurance
• Retirement plan with company match
• Healthy Rewards Program
• EAP benefits
• Casual atmosphere
• Recognition Programs
• Group Volunteer Opportunities
• Opportunities for professional development
• Access to certification training and reimbursement programs
• Option to be remote position
• A great place to spend most of your time!
  
  

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.

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