Support Engineer II

5 days ago

Ottawa, Ontario, Canada HostedBizz Inc Full time

Support Engineer II

Are you a skilled Support Engineer looking for a new challenge? Do you have a passion for helping customers resolve complex technical issues? If so, we want to hear from you

About Us

HostedBizz, an Opti9 Company, is a leading hybrid cloud solutions provider. We're committed to delivering industry-leading solutions to our customers based on their unique business needs. Our team is passionate about innovation, customer satisfaction, and collaboration.

About the Role

We're seeking a highly skilled Support Engineer II to join our team. As a Support Engineer II, you will work closely with our 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.

Key Responsibilities

  • Provide concise, consistent, and effective communication to ensure timely resolution of client issues
  • Provide level 2 support for Veeam Backup and Replication and Veeam Backup for Microsoft 365
  • Provide level 2 support for vCloud Director, Hyper-V, and other virtualization technologies
  • Troubleshoot server operating system issues, primarily Microsoft Windows Server, but also Linux-based systems (Ubuntu, FreeBSD, CentOS, RHEL)
  • Manage multiple tickets, prioritizing work against aggressive timelines
  • Work with supervisor to recommend process enhancements to improve efficiencies and customer experience
  • Assist in mentoring and training junior engineers
  • Respond to and resolve support tickets related to the on-going management of customer environments
  • Monitor and service client operations, including troubleshooting, patching, updating, and configuring various systems or applications
  • Develop automation to improve current and future processes
  • Provide documentation and technical specifications to other team members for maintaining and operating these environments for clients
  • Work with other teams, including VMware, Network, Storage, and Security subject matter experts, to improve our service, response, and remediation times

Requirements

  • 3+ years of combined experience in cloud technologies or business continuity as a technician, administrator, engineer, or helpdesk team member
  • Extensive knowledge of various IT disciplines, including Virtualization, Networking, and 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

Preferred Qualifications

  • Professional Certifications, such as Veeam, Microsoft, Networking, 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
  • 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

What We Offer

  • PTO
  • Medical & Dental Insurance
  • Retirement plan with company match
  • Casual atmosphere
  • Recognition Programs
  • Group Volunteer Opportunities
  • Option to be a hybrid (remote/in-office) position

HostedBizz is an Equal Opportunity Employer

We are committed to creating a diverse and inclusive work environment that values and respects all employees and applicants. We do not discriminate based on 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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