Support Engineer II

at  HostedBizz Inc

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.

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 technologies
• Extensive knowledge of various IT disciplines; Virtualization, Networking, 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 e.g., 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

• Provide concise, consistent, and effective communication and 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
• 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 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
• Monitor ticket queue, responding and updating, general BaaS and DRaaS inquiries as it relates to client technical support
• Diagnose and resolve reported client incidents, tasks, questions, or problems
• 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 VMware, Network, Storage, and Security subject matter experts to improve our service, response, and remediation times
• Work onsite in our Ottawa location of a minimum of 2 days per week in the office