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.

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

• 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