Support Engineer II

Is this you?

Are you an experienced Support Engineer with a can-do attitude and a passion for customer satisfaction, managing clients, virtual environments, multi‑OS support, Veeam B&R, networking and systems administration? If you want to do amazing work, oversee our client’s managed infrastructure, resolve issues, and have a little fun along the way with good people, this position is for you!

Glad you asked! Opti9 is a trusted cloud solutions provider committed to delivering industry‑leading, tailored solutions that meet the unique needs of businesses across a wide range of industries. We are a premier Veeam partner, as well as an AWS Premier Consulting Partner and Certified Solution Provider. Our expertise includes managed cloud, backup and replication, disaster recovery, security, and Microsoft 365 solutions.

In the public cloud space, we specialize in migration, optimization, transformation, and cloud‑first application consulting.

As a Support Engineer II for Opti9, 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 exceptional customer engagement and support.

As a Second Level Support Engineer for Opti9, 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.

• Provide concise, consistent, and effective communication and ensure timely resolution of client issues
• Provide support for Veeam Backup and Replication, Veeam Backup for Microsoft 365, and Zerto backup and disaster recovery solutions
• Provide support for vCloud Director, Hyper‑V and other virtualization technologies
• Provide occasional on‑site support for Managed Services clients in Ottawa
• Troubleshoot 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 based on urgency and service level commitments
• Work with management to recommend process enhancements to improve efficiency and customer experience
• Assist in mentoring and training junior engineers
• Perform administrative tasks for managed clients, such as monitoring, troubleshooting, patching, updating, and configuring various systems or applications
• Work with our product engineering team to provide input on development of automations, new features and other enhancements to business systems and internal processes
• Create, update and maintain documentation in our internal document management platform
• Provide feedback to our infrastructure teams (Cloud, Network, BCDR, etc.) to improve our service, response, and remediation times
• Work onsite in our Ottawa office a minimum of 2 days per week
• Applicants must be open to working a flexible schedule which could include early mornings and late evenings

• 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, Linux, and Veeam backup technologies
• Basic understanding of networking technologies including TCP/IP, DHCP, DNS
• Experience working with switching and firewall 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…