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 so, then we'd love to hear from you!
Who are we? 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.
What sets us apart? A fun, casual, and collaborative culture that embraces fresh ideas, innovation, and a strong customer-first mindset. At Opti9, we work hard, support each other, and never shy away from a challenge. We believe in balancing results with a positive team spirit—and we’re always on the lookout for authentic, accountable individuals who are ready to grow with us and make an impact.
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. This role will report to the Support Team Lead.
What are the details?
Primary Responsibilities
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
Provide level 1 helpdesk and on-site support for Managed Services clients in Ottawa
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
Applicants must be open to working a flexible schedule which could include early mornings and late evenings
What do you know?
Technical Knowledge and Experience:
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
Ability to travel to client sites for on-site support as required (valid driver’s license and access to a reliable vehicle required; mileage reimbursed)
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…