Cloud Support Specialist II

4 weeks ago

Ottawa, Ontario, Canada HostedBizz Inc. Full time

Are you the right fit? We are seeking a skilled Support Engineer II who is dedicated to assisting clients with their cloud, server, and backup challenges. If you possess this expertise, this role could be a perfect match for you.

About HostedBizz Inc. As a leading hybrid cloud solutions provider, HostedBizz, an Opti9 Company, is dedicated to offering exceptional solutions tailored to our clients' specific business requirements. We are recognized as an AWS Advanced Consulting Partner and Certified Solution Provider, specializing in migration, optimization, transformation, and cloud-first application consulting. Our focus also extends to managed cloud services, backup, and disaster recovery.

We foster a vibrant and relaxed work culture that values innovation and fresh perspectives. Our customer-centric approach drives us to seek genuine and responsible team members who can collaborate effectively to achieve our objectives.

Your Role: In the capacity of Support Engineer II at HostedBizz, you will collaborate with support teams to address daily client support issues. This role involves hands-on engagement in resolving alerts from our monitoring systems and managing technical tickets, all while ensuring an exceptional customer experience. You will report to the Support Team Lead and collaborate closely with other support team members.

As a Second Level Support Engineer, you will engage with our top-tier support team to guarantee prompt resolution of client concerns. This dynamic role requires diagnosing and rectifying issues within diverse client environments, ranging from small to large enterprises, across various products and platforms. You will have the opportunity to expand your knowledge of new technologies and interact with clients globally.

Key Responsibilities:

  1. Deliver clear, consistent, and effective communication while ensuring timely resolution of client concerns.
  2. Provide level 2 support for Veeam Backup and Replication as well as Veeam Backup for Microsoft 365.
  3. Assist with level 2 support for virtualization technologies, including vCloud Director and Hyper-V.
  4. Troubleshoot operating system issues, primarily focusing on Microsoft Windows Server, with occasional work on Linux systems.
  5. Manage multiple support tickets, prioritizing tasks against tight deadlines.
  6. Collaborate with supervisors to suggest process improvements for enhanced efficiency and customer satisfaction.
  7. Support the mentoring and training of junior engineers.
  8. Address and resolve support tickets related to the ongoing management of client environments.
  9. Oversee client operations, including troubleshooting, patching, updating, and configuring various systems or applications.
  10. Monitor the ticket queue, responding to and updating inquiries related to BaaS and DRaaS.
  11. Diagnose and resolve reported client incidents, tasks, questions, or issues.
  12. Develop automation solutions to enhance current and future processes.
  13. Provide documentation and technical specifications to team members for maintaining and operating client environments.
  14. Collaborate with other teams (VMware, Network, Storage, and Security) to enhance service delivery and response times.
  15. Work onsite as required.

Qualifications:

Basic Requirements:

  1. Minimum of 3 years of experience in cloud technologies or business continuity in roles such as technician, administrator, engineer, or helpdesk support.
  2. In-depth knowledge of various IT domains, including Virtualization, Networking, and Storage.
  3. Hands-on experience in managing backup and disaster recovery solutions.
  4. Familiarity with Microsoft Active Directory (on-premises) and Azure Identity Management.
  5. Experience in troubleshooting and diagnosing complex issues across multiple IT domains.
  6. Strong communication, documentation, problem-solving, and organizational skills.
  7. Excellent time management and prioritization abilities.
  8. Comfortable engaging with external clients at both technical and executive levels.

Preferred Qualifications:

  1. Relevant professional certifications (e.g., Veeam, Microsoft, Networking).
  2. Experience with ticketing systems such as Zendesk.
  3. Familiarity with monitoring tools like Nagios, Icinga, or Zabbix.
  4. Experience with VMware, Veeam Backup and Replication, and Hyper-V.
  5. Knowledge of Microsoft Office 365.
  6. Experience with Managed Service Providers.
  7. Understanding of public cloud platforms (IaaS and PaaS) such as Azure, AWS, or GCP.
  8. Hands-on experience in DRaaS, BaaS, and virtualization platforms.
  9. Ability to explain complex concepts to diverse audiences.
  10. Proven adaptability to new technologies and quick learning.

What We Offer:

  1. Paid Time Off (PTO).
  2. Medical and Dental Insurance.
  3. Retirement plan with company matching.
  4. Casual work environment.
  5. Recognition programs.
  6. Group volunteer opportunities.
  7. Flexible hybrid work options.
  8. A supportive workplace culture.

HostedBizz, an Opti9 Company, is proud to be an equal opportunity employer, providing equal employment opportunities to all employees and applicants without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, genetic testing results, military service, or any other legally protected characteristic.

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